Senior Operations Manager Retail and e-commerce

Company Description TP Group, known for decades as Teleperformance, is a global leader in digital business services. In response to the AI era and evolving customer expectations, the company has transformed its brand and operating model to be sharper, more modern, and deeply empathetic. TP combines proven expertise with intelligent, technology-driven solutions to support clients across diverse industries. The organization is focused on being future-proof, continuously innovating to deliver superior experiences and sustainable results. Team members join a dynamic environment that values adaptability, customer-centricity, and operational excellence.Role Description The Senior Operations Manager Retail and e-commerce will oversee end-to-end operational performance for retail and e-commerce accounts, ensuring service quality, customer satisfaction, and business continuity. This full-time, on-site role based in Kolkata involves managing teams, monitoring KPIs, optimizing workflows, and driving continuous improvement across processes and customer journeys. The role includes collaborating with clients on performance reviews, implementing operational strategies, and aligning resources to meet volume and service targets. The Senior Operations Manager will analyze data to identify trends, lead initiatives to enhance efficiency and customer experience, and ensure compliance with company policies and client requirements. The position also involves mentoring team leaders, coordinating with support functions, and contributing to strategic planning and growth for retail and e-commerce operations.Qualifications Strong operations management skills in retail and e-commerce, including process optimization, workflow planning, and performance management.Proficiency in data analysis and reporting, with the ability to interpret KPIs, forecast volumes, and derive actionable insights.Experience in team leadership and people management, including coaching, performance reviews, and talent development.Client relationship management capabilities, with experience in stakeholder communication, business reviews, and service-level alignment.Knowledge of customer experience best practices, quality assurance frameworks, and continuous improvement methodologies.Excellent written and verbal communication skills in English; strong presentation and negotiation abilities.Ability to work on-site in Kolkata, manage multiple priorities, and make decisions in a fast-paced, dynamic environment.Bachelor’s degree in Business, Operations Management, or a related field; advanced qualifications in management or analytics are an advantage.Previous experience in a senior operations role within BPO, retail, or e-commerce environments is highly beneficial.