Manager – Operations ( E-commerce )

Our D2C e-commerce team is looking for an Operations Manager (4–5 years experience) to own end-to-end fulfillment and delivery performance. This role will oversee the entire order-to-delivery flow – from label generation and courier allocation to picking, packing, QC, and dispatch – and drive metrics like delivery rate, OTIF (On-Time In-Full), RTO (Return-to-Origin), NDR (Non-Delivery Report), and SLA breaches. The ideal candidate will use data and automation to ensure we meet fastest EDDs, minimize returns, and continuously improve operational efficiency.

• Experience: 4–6 years in e-commerce or retail operations/logistics management (especially D2C). Proven track record of owning order fulfillment metrics (delivery %, on-time rates, returns).

• Analytical & process skills: Strong data-analysis skills and familiarity with KPI dashboards. Comfortable rooting out process gaps (e.g. high TAT or NDR spikes) and implementing fixes. Able to benchmark metrics and drive continuous improvements.

• Technical savvy: Hands-on experience with logistics software or OMS/WMS platforms (Unicommerce, ClickPost, Shiprocket, etc.) and last-mile courier tools. Able to leverage automation (labels, sorting logic, reports) to improve speed and accuracy.

• Leadership & communication: Strong leadership to hold teams accountable. Excellent communication skills for coordinating with cross-functional partners (warehouse, carriers, customer support). Able to train and enforce processes and SOPs.

Key metrics you’ll own: Delivery Rate (on-time deliveries), OTIF (On-Time In-Full), RTO %, Pickup & Dispatch TAT, NDR-to-RTO ratio, and process adherence. You will use data to report on and improve these KPIs, ensuring we deliver “perfect orders” to our customers quickly and reliably.

• End-to-end fulfillment management: Lead all stages of order fulfillment (labeling, carrier selection, picking, packing, quality checks, staging and dispatch). Ensure smooth handoffs between stages to maintain high throughput and accuracy. 

• Dynamic courier allocation: Implement smart, rule-based allocation of orders to courier partners at label generation. Balance loads among carriers based on performance (speed, service levels, NDR/RTO history) to maximize on-time delivery.

• Efficient pick-pack-QC processes: Design and refine warehouse workflows (batch/zone picking, packaging, QC) to minimize TAT and errors. 

• Timely dispatch and pickups: Manage dispatch scheduling and courier pickups to meet daily cutoffs. Ensure teams follow up so that packaging is handed off on time. Track pickup SLAs with last-mile partners to prevent bottlenecks and “firefighting.”

• Metrics tracking and process benchmarking: Monitor key KPIs (delivery rate, OTIF, RTO, NDR counts, delivery breaches) in real time. Benchmark each stage’s performance (e.g. order dispatch time, pick-to-pack TAT) against targets and past data. Use analytics to identify aging or delays at any stage and take corrective action (e.g. adjust workflows or reallocate volume) to improve EDD/OTIF and penalize SLA breaches.

• NDR & RTO management: Oversee the NDR process to recover undelivered orders. Ensure that last-mile partners follow NDR SOPs (e.g. prompt customer contact, redelivery attempts) to reduce cancellations. 

• Automation & systems integration: Drive automation of workflows using our OMS/WMS and courier platforms. 

• Team leadership & process enforcement: Work cross-functionally with warehouse, customer service, and courier teams. Build clear SOPs and drive adoption so that processes run smoothly without “fires.” Encourage a data-driven culture where the team consistently tracks progress against targets and iterates on improvements.