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VP -Operations

Delhi Permanent View Job Description
The Operations Head will lead and manage end‑to‑end operational workflows for a large e‑commerce business, ensuring seamless seller onboarding, strong customer experience, robust payment and settlement processes, and full compliance. The role requires deep understanding of marketplace operations, cross‑functional coordination, and process excellence to scale complex multi‑partner e‑commerce systems.
  • This role offers the opportunity to shape the operational backbone
  • High-impact ownership across cross‑functional operations

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.

Quote job ref
JN-032026-6982356

Job summary

Function
Sales
Sub Sector
E-Commerce & Internet
What is your area of specialisation?
Technology & Telecoms
Location
Delhi
Job Type
Permanent
Job Reference
JN-032026-6982356

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.