VP -Operations

Michael Page; Delhi; On-site; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Competitive salary package

Leadership role opportunity

Professional development

Inclusive work environment

Impactful projects

Job summary

A leading e-commerce firm in New Delhi is looking for a seasoned operations leader with 15-20 years of experience. In this role, you will manage seller onboarding, ensure customer satisfaction, and oversee payment processes, all while leading a cross-functional team. The ideal candidate will have a deep understanding of e-commerce ecosystems and demonstrate strong analytical and stakeholder management skills. This opportunity includes a competitive salary and professional growth in a collaborative environment.

Qualifications

• 15 - 20 years of experience in operations and marketplace management in e-commerce.
• Strong understanding of multi-participant e-commerce ecosystems.
• Proven ability to scale operations and lead large teams.
• Expertise in seller onboarding, payments, and service delivery.

Responsibilities

• Build and execute seller onboarding strategy across multiple categories.
• Manage customer satisfaction metrics across the order lifecycle.
• Oversee payment and settlement flows across stakeholders.
• Ensure compliance with operational standards and governance frameworks.
• Lead teams across operations and support functions.

Skills

Operations management

Marketplace management

E-commerce

Analytical skills

Stakeholder management

Job description

About Our Client

It is an e‑commerce company designed to unbundle and standardize how buyers, sellers, logistics partners, and service providers interact across digital marketplaces

Job Description

1. Seller Onboarding & Partner Management
   • Build and execute seller onboarding strategy across multiple categories
   • Reduce onboarding TAT through SOP creation, automation, and process optimization.
   • Manage relationships with partner apps, reseller partners, logistics partners, and ecosystem enablers.
2. Customer Experience, CSAT & NPS
   • Own customer satisfaction metrics across the entire order lifecycle - ordering, fulfilment, delivery, returns, refunds.
   • Set up VOC (Voice of Customer) processes to identify gaps and improve workflows.
   • Work with platform partners to reduce cancellations, delivery delays, order defects, and customer escalations.
   • Lead initiatives to improve NPS and build frameworks for service quality governance.
3. Payment & Settlement Operations
   • Oversee payment and settlement flows across multiple participants - buyer platforms, seller platforms, logistics partners, and other stakeholders.
   • Ensure timely reconciliation of payments, refunds, and settlements.
   • Work with finance and external partners to resolve disputes, leakages, discrepancies, and delays.
   • Establish SLAs, dashboards, monitoring mechanisms, and audit processes for financial accuracy.
4. Process Excellence & Compliance
   • Build SOPs, playbooks, and scalable process maps for network operations.
   • Ensure compliance with all operational standards, governance frameworks.
   • Implement OKRs and KPIs for efficiency, service quality, and cost optimization.
   • Lead automation, workflow improvement, and data‑driven decision‑making initiatives.
5. Team Leadership & Cross‑Functional Collaboration
   • Build and lead teams across operations, onboarding, support, quality, and service governance.
   • Work closely with product, tech, finance, business development, and legal functions.
   • Run weekly/monthly governance reviews with partners and internal leadership.

The Successful Applicant

15 - 20 years of experience in operations, marketplace management, e‑commerce, logistics

Strong understanding of multi‑participant e‑commerce ecosystems, network operations, and platform‑based workflows

Proven ability to scale operations and lead large cross‑functional teams.

Expertise in seller onboarding, payments, support operations, and service delivery/customer/process excellence.

Strong analytical, stakeholder management, and problem‑solving skills.

• Excellent communication and process design abilities.

What's on Offer

• Competitive salary package.
• Opportunity to work in a leadership role
• Professional growth and development in a large organization.
• Inclusive and collaborative work environment in New Delhi.
• Chance to contribute to impactful projects with a meaningful purpose.

If you are passionate about driving operational excellence and making a difference in the human services sector, we encourage you to apply for this exciting role.