Operations Lead – E-Commerce

We are looking for an experienced Operations Lead – E-Commerce to manage end-to-end fulfilment, warehousing, inventory, last-mile delivery, and reverse logistics operations. The role will focus on developing operational SOPs, optimizing costs and service levels, ensuring inventory accuracy, and driving efficient coordination across Warehousing, Category, Finance, and other stakeholders.Key Responsibilities:Develop and implement SOPs for fulfilment, last-mile delivery, reconciliation, and other operational processes in coordination with relevant teams.Define operational KPIs and tracking mechanisms to monitor performance and drive continuous improvement.Oversee warehousing, inventory accuracy, stock audits, receiving, storage, and space utilization.Coordinate demand planning and stock allocation with Category, Product, and Warehouse teams to minimize stock-outs and overstock.Manage the complete order fulfilment lifecycle, including order processing, picking, packing, dispatch, and SLA adherence.Develop and implement fulfilment and last-mile protocols to improve service levels and optimize costs.Manage 3PL and courier partners, including rate negotiations, service performance, delivery tracking, and issue resolution.Monitor on-time delivery, failed deliveries, exceptions, and customer escalations.Manage reverse logistics and returns, including receiving, grading, restocking, and disposal.Analyze returns and operational data to identify root causes and improve processes.Ensure timely stock and operational reconciliations with Finance and other stakeholders.Lead and develop fulfilment, warehouse, and dispatch teams and ensure effective workforce planning.Drive automation and process improvements through effective utilization of WMS, OMS, and other operational systems.Identify opportunities to optimize fulfilment and last-mile costs while maintaining customer experience and service standards.Qualifications:Bachelor's degree in Supply Chain Management, Business Administration, Operations, or a related field.5+ years of experience in E-Commerce Operations, Fulfilment, Last-Mile, Warehousing, or 3PL management, preferably within a reputed e-commerce setup.Excellent understanding of e-commerce fulfilment, warehousing, inventory, and last-mile operations.Strong negotiation and 3PL/vendor management skills.Proficiency in WMS, OMS, ERP, and operational reporting tools.