E-commerce Operations Manager

OMA LIVING; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

OMA LIVING is seeking a high-ownership professional to manage end-to-end post-order operations in Gurugram, India. The role will involve handling customer support inquiries and overseeing logistics and delivery. Ideal candidates should have experience in e-commerce operations, strong problem-solving skills, and proficiency in operational tools. This position offers an opportunity to enhance processes and improve customer satisfaction metrics.

Qualifications

• Experience in managing logistics and support for e-commerce.
• Hands-on approach with various operational tools.
• Strong capability in process improvement and handling escalations.

Responsibilities

• Manage customer support for all post-order queries.
• Oversee logistics and delivery issue resolution.
• Handle returns, refunds, and damage management.
• Monitor order flow and delivery SLAs.
• Track key metrics related to operations.
• Build SOPs and drive process improvements.

Skills

Experience in e-commerce operations

Strong problem-solving skills

Stakeholder management

Tools

OMS

Logistics tools

Support platforms

Job description

We’re looking for a high-ownership professional to manage end-to-end post-order operations and ensure a seamless customer experience.

Responsibilities

• Manage customer support for all post-order queries (email, WhatsApp, calls)
• Oversee logistics & 3PL coordination, delivery timelines, and issue resolution
• Handle returns, refunds, and damage management
• Monitor order flow, exceptions, and delivery SLAs
• Track key metrics (OTD, RTO, CSAT/NPS, cost per order)
• Build SOPs and drive process improvements

What We’re Looking For

• Experience in e-commerce operations
• Hands-on with OMS, logistics tools & support platforms
• Strong problem-solving and stakeholder management skills
• Ability to handle escalations and improve processes