E-commerce Operations Lead – Dropshipping & Supplier Escalations
About Us
We are a fast-growing e-commerce business with a unique Layby (installment) model. When our customers complete all payments, we purchase directly from approved suppliers and arrange delivery straight to their door.
Our systems are highly automated — powered by Unleashed, Make.com, and Klaviyo — but we need an exceptional leader to oversee and refine the process, handle exceptions, and keep our customers delighted.
The Role
We are looking for a high-performing Operations Lead who will take full ownership of our end-to-end dispatch workflow, from automated triggers to hands-on escalations.
This is not just an admin role — you will be the command centre for product deliveries, supplier coordination, and customer satisfaction.
Key Responsibilities
- Own the order lifecycle — from automated purchase orders to supplier follow-ups and final delivery.
- Handle escalations with confidence:
- Discontinued products → source and upgrade to new models.
- Price changes or supplier issues → negotiate and communicate solutions.
- Lost or delayed shipments → resolve quickly with minimal customer impact.
- Customer contact lead — manage high-touch calls/emails to ensure customers feel valued and informed.
- Supplier relationship management — maintain SLAs, ensure stock visibility, and streamline onboarding of new suppliers.
- KPI ownership — track metrics like order accuracy, resolution time, and customer satisfaction; report directly to leadership.
- Continuous improvement — refine automation workflows, update SOPs, and eliminate bottlenecks.
What We’re Looking For
- Experience: 5+ years in e-commerce operations, supply chain, or dropshipping, with at least 3 years in a leadership role.
- Tech-Savvy: Comfortable with ERP/logistics software (Unleashed preferred), Make.com, Klaviyo, or similar tools.
- Problem-Solver: Thrives under pressure and can turn a difficult situation into a positive customer experience.
- Organised & Proactive: Can juggle multiple moving parts while maintaining flawless attention to detail.
- Strong Communicator: Fluent English and Hindi; excellent phone presence.
- Bonus: Marketplace experience (Amazon, Flipkart, IndiaMART) and vendor negotiation skills.
Why Join Us
- Leadership impact: This is a senior role where you’ll shape our processes and customer experience as we scale.
- Growth: Be part of a fast-growing international brand with clear career progression.
- Tools & tech: Work with the latest automation and logistics systems — no outdated manual headaches.
- Autonomy: We trust our leaders to take ownership and make decisions.
Job Types: Full-time, Permanent
Pay: ₹60,000.00 - ₹90,000.00 per month
Work Location: Remote
Speak with the employer
+91 7719757942
