Assistant Manager / Manager – Marketplace Operations (Night Shift)
Job Description
Assistant Manager / Manager – Marketplace Operations (Night Shift)
Location: Mulund, Mumbai
About the Role
We are looking for an experienced and proactive operations leader to manage end-to-end marketplace operations for our US-based ecommerce business. The ideal candidate will drive operational excellence, lead cross-functional teams, manage international client relationships, and ensure seamless execution across customer support, vendor management, order fulfillment, and process improvement initiatives.
Key Responsibilities
• Lead Customer Support operations across Email, Calls, Social Media, and other communication channels while ensuring SLA adherence and high customer satisfaction.
• Manage Returns, Refunds, Chargebacks, and Customer Dispute Resolution.
• Oversee Vendor Operations, Vendor Onboarding, and Order Fulfillment to ensure timely processing and issue resolution.
• Monitor online customer reviews and manage the company's reputation across various review platforms.
• Prepare and publish operational reports, dashboards, and performance metrics.
• Lead, mentor, and develop Operations Executives and Team Leaders.
• Collaborate with international clients and internal stakeholders to resolve operational challenges.
• Identify process improvement opportunities, develop SOPs, and drive automation and AI initiatives.
Experience & Qualifications
• 6 to 10 years of experience in Ecommerce Operations, Marketplace Operations, Customer Support, Vendor Management, or Business Operations.
• Minimum 2 to 3 years of team handling experience.
• Experience with Shopify, Amazon, Walmart Marketplace, Wayfair, Zulily, or similar ecommerce platforms is preferred.
Required Skills
• Strong leadership and people management
• Excellent communication and stakeholder management
• Advanced Excel and Google Sheets
• Hands-on experience with Shopify, Rithum (DSCO), CRM/Ticketing tools
• Strong analytical, problem-solving, and process improvement skills
• Customer-focused with high ownership and accountability
Why Join Us?
• Lead operations for global ecommerce brands.
• Work with international clients and cross-functional teams.
• Exposure to AI-driven operations and process automation.
• Clear career growth opportunities within a fast-growing Global Capability Center.
Requirements
Department: Zulily Ops
Experience: 6-10
Posted: 2026-07-31T10:57:16.54Z