Operations Manager - D2C - CTC upto 25 LPA

About the RoleWe are looking for a highly driven and hands-on Operations Manager to own and manage the end-to-end operations of our D2C business.The role will be responsible for ensuring seamless order management, inventory planning, warehouse & fulfilment, logistics, returns/RTO management, vendor coordination and operational reporting. The ideal candidate should have strong experience in a fast-paced D2C/e-commerce environment and be comfortable working across multiple teams and external partners.The candidate will be expected to build scalable processes, improve operational efficiency and ensure a superior customer experience as the business scales.Key Responsibilities1. D2C & Order OperationsOwn the complete order lifecycle from order placement to delivery.Ensure timely processing, picking, packing, invoicing and dispatch of orders.Monitor order ageing, cancellations, fulfilment accuracy and dispatch TAT.Identify and resolve operational bottlenecks impacting customer experience.Ensure smooth backend operations across the D2C website and marketplaces.2. Inventory & Warehouse ManagementManage inventory availability and accuracy across warehouses and sales channels.Monitor stock levels, ageing inventory, stock-outs and excess inventory.Coordinate with supply chain/procurement teams for replenishment planning.Work closely with warehouses/3PLs to ensure accurate inward, storage, picking, packing and dispatch.Conduct periodic inventory reconciliation and warehouse audits.3. Logistics & Last-Mile OperationsManage relationships with courier partners, 3PLs and logistics aggregators.Monitor delivery TAT, delivery success rate, NDR and RTO performance.Drive initiatives to reduce RTO, shipping costs and delivery failures.Evaluate logistics partners on cost, coverage, SLA adherence and service quality.Negotiate and manage logistics SLAs and commercial terms.4. Returns, Refunds & RTOOwn the end-to-end returns, replacements, refunds and RTO process.Analyse reasons for returns, cancellations and RTOs.Identify recurring issues and implement corrective actions.Coordinate with customer service, warehouse, finance and logistics teams for timely resolution.5. Marketplace & E-commerce OperationsManage operational aspects of platforms such as Amazon, Flipkart, Myntra, Nykaa, quick-commerce platforms and other relevant channels, wherever applicable.Ensure inventory and order synchronization across platforms.Monitor platform SLAs, cancellations, returns, claims and operational penalties.Coordinate with marketplace teams to resolve operational escalations.6. Process Improvement & SOPsDevelop and implement SOPs, workflows and operational controls.Identify process gaps and drive automation wherever possible.Conduct root-cause analysis of recurring operational issues.Build scalable processes to support increasing order volumes.Continuously improve operational efficiency and customer experience.7. Cross-functional CoordinationWork closely with Sales, Marketing, Supply Chain, Procurement, Finance, Customer Experience and Technology teams.Ensure operational readiness for product launches, campaigns and peak-sale periods.Coordinate with vendors and external partners to ensure uninterrupted operations.Candidate Profile5–10 years of experience in D2C, e-commerce, consumer brands, FMCG, retail or related industries.Strong hands-on experience in D2C/e-commerce operations, fulfilment, logistics, inventory and warehouse management.Experience managing 3PL/courier/logistics partners.Strong understanding of RTO, NDR, returns, refunds and reverse logistics.Experience with Shopify and/or OMS/WMS platforms such as Unicommerce, EasyEcom, Vinculum, Shiprocket, etc., is preferred.Strong proficiency in MS Excel / Google Sheets and operational dashboards.