Assistant Manager – Ecommerce Operations & Customer Experience

About the role

The Assistant Manager – Ecommerce Operations & Customer Experience leads the end‑to‑end online shopping journey, ensuring smooth order processing, timely delivery, and high‑quality after‑sales support. You will manage both Customer Service and Last Mile Operations teams, collaborating with sellers, logistics partners, and internal stakeholders to drive operational excellence.

Key responsibilities

• Oversee daily Customer Service and Last Mile Operations, ensuring efficient multi‑channel support and rapid issue resolution.
• Drive chat commerce performance, improving engagement and conversion rates.
• Coordinate with seller brands and 3PL partners for accurate order processing, dispatch, and on‑time delivery.
• Monitor and report on KPIs such as CSAT, First Response Time, Resolution Time, Fulfillment SLA, Delivery SLA, and sales metrics.
• Identify operational bottlenecks and implement process improvements.
• Prepare daily, weekly, and monthly performance reports with actionable recommendations.
• Ensure compliance with SOPs and service quality standards.
• Lead, coach, and develop Customer Service and Operations team members.
• Collaborate with Commercial, Marketing, Finance, and Logistics teams to enhance the customer experience.

Required profile

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field.
• 4–6 years of experience in eCommerce operations, logistics, or customer service, with at least 3 years in a supervisory or leadership role.
• Proven experience managing Customer Service, Order Fulfillment, and 3PL operations.
• Hands‑on experience with Shopify and other eCommerce/Order Management systems.
• Strong analytical abilities and proficiency in Excel/Google Sheets and dashboard tools.
• Excellent leadership, communication, stakeholder management, and problem‑solving skills.

Required skills

• Shopify
• eCommerce Order Management systems
• Microsoft Excel
• Google Sheets
• Looker Studio (or similar dashboard tools)