Operations Manager
Role Overview
The Operations Head – B2C leads end-to-end B2C operations, including order processing, fulfillment, delivery coordination, inventory availability, customer experience, and operational efficiency.
The role requires experience managing high-volume B2C operations, cross-functional teams, process improvement, and operational and customer-service KPIs.
Key Skills for This Role
Full Job Posting
Role overview
The Operations Head – B2C leads end-to-end B2C operations, including order processing, fulfillment, delivery coordination, inventory availability, customer experience, and operational efficiency.
The role requires experience managing high-volume B2C operations, cross-functional teams, process improvement, and operational and customer-service KPIs.
Responsibilities
- Lead and manage end-to-end B2C operations from order placement through final delivery.
- Ensure timely and accurate order processing, picking, packing, dispatch, and fulfillment.
- Monitor daily operations and achievement of defined SLAs and KPIs.
- Coordinate with Procurement, Warehouse, Customer Support, Sales, Finance, and Delivery teams.
- Monitor inventory availability, stock movement, order cancellations, and fulfillment issues.
- Identify operational bottlenecks and implement corrective measures.
- Develop and implement SOPs to improve efficiency and consistency.
- Manage and mentor operations teams, team leads, coordinators, and support staff; track staffing, productivity, attendance, and performance.
- Coordinate with Customer Support on complaints, escalations, refunds, replacements, and service issues.
- Analyze operational reports and prepare daily, weekly, and monthly performance dashboards.
- Improve order turnaround time, delivery efficiency, customer satisfaction, and service quality.
- Work with technology/product teams to resolve B2C platform or app issues.
Additional operational duties
- Coordinate with delivery partners and third-party service providers.
- Monitor operational costs and identify cost-optimization opportunities.
- Establish performance metrics and conduct regular reviews with the operations team.
- Ensure compliance with company policies, SOPs, safety standards, and operational guidelines.
- Support business expansion by developing scalable processes.
- Own operational escalations and ensure timely resolution.
- Drive continuous improvement initiatives across B2C operations.
Required skills and qualifications
- 2–4 years of experience; the posting lists the industry as e-commerce, Quick Commerce, Retail, or FMCG.
- Strong leadership, team-management, analytical, problem-solving, communication, and coordination skills.
- Excellent knowledge of B2C/e-commerce operations and order management and fulfillment processes.
- Experience in SOP development and process optimization.
- Strong knowledge of Excel/MIS and operational reporting.
- Ability to work in a fast-paced, target-driven environment and manage teams and multiple priorities.
- Strong decision-making and escalation-management skills.
- Bachelor's degree in Business Administration, Operations, Supply Chain, Retail Management, or a related field.
Preferred experience and qualification
- MBA/PGDM in Operations, Supply Chain, or Business Management is an added advantage.
- Experience in B2C, e-commerce, Quick Commerce, FMCG, Retail, Food Delivery, Logistics, or Marketplace businesses, especially large-scale operations, is preferred.
Key performance indicators
Order fulfillment rate, processing time, on-time delivery rate, cancellation rate, and inventory availability.
Customer complaint and escalation rate, team productivity, operational cost per order, SLA compliance, and customer satisfaction.
Delivery and fulfillment efficiency.
Work location
- The posting specifies work in person in Bangalore.
Compensation
- ₹40,000–₹50,000 per month.
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