Merchandising Delivery Manager Retail Digital operations

Tata Consultancy Services; Chennai District; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Tata Consultancy Services in Chennai seeks a Delivery Manager to lead end-to-end Digital Operations for the eCommerce business, ensuring governance, operational excellence, and customer satisfaction.

You will oversee Site Merchandising, Product Onboarding, Marketplace Operations, Content Management, and Promotions, driving automation, KPI dashboards with Power BI, and continuous improvement across Retail Digital Operations.

Qualifications

• Delivery Manager with end-to-end Digital Operations experience in retail/digital commerce.
• Strong governance, KPI dashboards, and data-driven decision making.
• Leadership of large cross-functional teams in a fast-paced environment.

Responsibilities

• Lead and manage Digital Operations delivery across Site Merchandising, Product Onboarding, Marketplace Operations, Content Management, Promotions, and related eCommerce functions.
• Ensure adherence to SLA, productivity, quality, and turnaround time commitments.
• Drive operational excellence through process standardization, continuous improvement, and automation initiatives.
• Proactively identify delivery risks and implement mitigation plans to ensure business continuity.
• Manage high-volume retail operations while maintaining service quality and customer experience standards.
• Own daily, weekly, monthly, and quarterly business reviews; establish governance frameworks and KPI dashboards.
• Drive data-driven decision-making through Power BI, reporting dashboards, and business analytics.
• Partner with business teams to improve product discoverability, content quality, speed-to-market, and efficiency.
• Lead governance calls, executive presentations, and stakeholder communications.
• Mentor large operations teams and foster a high-performance culture.

Skills

People Leadership

Stakeholder Management

Governance

Delivery Management

Transformation

Education

15 years regular education (10+2+ Graduation)

Tools

Power BI

Excel Analytics

CMS

PIM

AEM

Job description

Role- Delivery Manager Retail Digital Operations

Qualification - Minimum 15 years of regular, full-time education (10 + 2 + Graduation)

Shift - Night Shift (5:30 PM IST to 3:30 AM IST)

Role Summary

The Delivery Manager will be responsible for leading end-to-end Digital Operations delivery for eCommerce business, ensuring operational excellence, governance rigor, stakeholder satisfaction, and continuous transformation across Retail Digital Operations. The role requires strong expertise in Digital Commerce, Metrics & Governance, People Leadership, and Client Stakeholder Management while driving business outcomes through high-quality execution and process optimization.

Key Responsibilities

Delivery & Operations Management

• Lead and manage Digital Operations delivery across Site Merchandising, Product Onboarding, Marketplace Operations, Content Management, Promotions, and related eCommerce functions.
• Ensure adherence to SLA, productivity, quality, and turnaround time commitments.
• Drive operational excellence through process standardization, continuous improvement, and automation initiatives.
• Proactively identify delivery risks and implement mitigation plans to ensure business continuity.
• Manage high-volume retail operations while maintaining service quality and customer experience standards.

Metrics & Governance

• Own daily, weekly, monthly, and quarterly business reviews.
• Establish governance frameworks, operational scorecards, KPI dashboards, and executive reporting.
• Track and improve key metrics including:
• SLA Compliance
• Quality Accuracy
• Productivity
• Throughput
• Backlog Management
• Customer Experience Metrics & CSS
• Risk & Escalation Management
• Drive data-driven decision-making through Power BI, reporting dashboards, and business analytics.

Retail Digital Business & eCommerce Expertise

• Demonstrate strong understanding of Retail and Digital Commerce operations including:
• Product Information Management (PIM)
• Product Detail Page (PDP) Content
• Catalog & Assortment Management
• Site Merchandising
• Promotions & Campaign Execution
• Search, Browse & Taxonomy
• Marketplace Operations
• Digital Customer Experience
• Partner with business teams to improve product discoverability, content quality, speed-to-market, and operational efficiency.
• Support digital transformation and AI/Automation-led initiatives.

Stakeholder Management

• Act as the primary point of contact for client stakeholders, business partners, and cross-functional teams.
• Lead governance calls, operational reviews, and executive presentations.
• Build trusted advisor relationships with client leadership through proactive communication and outcome-focused delivery.
• Collaborate with Technology, Product, Merchandising, and Operations teams to drive business objectives.

People Leadership

• Lead and mentor large operations teams including Team Leads, SMEs, and Associates.
• Drive employee engagement, career development, succession planning, and talent retention.
• Conduct performance reviews, coaching sessions, and capability-building initiatives.
• Foster a high-performance culture focused on accountability, collaboration, and continuous learning.

Transformation & Continuous Improvement

• Identify opportunities for automation, process simplification, and operational optimization.
• Lead Lean, Six Sigma, AI, and Digital Transformation initiatives.
• Drive innovation programs that improve productivity, quality, and business outcomes.
• Champion best practices and knowledge management across the organization.

Preferred Skills

• Experience supporting leading retail organizations.
• Knowledge of Site Merchandising, Marketplace Operations, Product Onboarding, Content Management, and Digital Commerce platforms.
• Expertise in Power BI, Excel Analytics, and Operational Reporting.
• Lean Six Sigma certification preferred.
• Experience driving AI, Automation, and Transformation programs.
• Familiarity with AEM, PIM, CMS, Marketplace, and eCommerce ecosystems.