Leads day-to-day e-commerce operations across stores, logistics, customer support, and technology teams. Manages operations staff, monitors SLAs and performance metrics, resolves escalations, improves processes, develops SOPs, and coordinates technology enhancements. Ensures service quality and customer experience while driving automation, reporting, and operational efficiency.
Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.
Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.
Role Summary
We are looking for an experienced Operations Manager to lead and scale day-to-day e-commerce operations. The role requires strong operational ownership, people management, cross-functional coordination, and a solid understanding of technology-enabled processes. You will be responsible for ensuring smooth execution across stores, logistics, customer service, and internal tech teams while meeting SLAs and driving continuous process improvement.
Key Responsibilities
Operations & Execution:
- Own end-to-end operational workflows across stores, logistics partners, and support teams
- Ensure SLAs, TATs, and service quality benchmarks are consistently met
- Monitor daily operational metrics and take corrective actions proactively
- Identify operational risks, escalations, and bottlenecks and resolve them efficiently
Team Management:
- Manage, mentor, and upskill the operations and associate-level teams
- Allocate workloads, set priorities, and ensure productivity targets are achieved
- Act as an escalation point for complex customer, store, or logistics issues
Cross-functional Coordination:
- Work closely with Engineering, Product, Customer Support, Store Managers, and Logistics teams
- Provide structured feedback to tech teams on bugs, system gaps, and enhancement requirements
- Translate operational challenges into actionable tech/process solutions
Technology & Process Improvement:
- Strong understanding of operational tech platforms (order management, dashboards, internal tools)
- Drive automation, process improvements, and efficiency initiatives
- Create and maintain SOPs, documentation, and training material
Customer Experience:
- Ensure high-quality customer experience across all touchpoints
- Proactively identify potential customer-impacting issues and mitigate them
- Support the customer service team with insights, data, and preventive actions
Requirements & Skills
Experience:
- 5+ years of experience in Operations within E-commerce / Retail / Tech-enabled startups
- Prior experience in a people management or lead role is mandatory
Core Skills:
Strong understanding of e-commerce operations (orders, fulfillment, returns, logistics, SLAs)
- Good understanding of technology platforms and operational systems
- Excellent communication skills – written and verbal
- Strong analytical and problem-solving mindset
Managerial Competencies:
- Ability to manage multiple priorities in a fast-paced environment
- Stakeholder management across internal and external teams
- Data-driven decision making and reporting
- Ownership mindset with a bias for action
Technical Skills:
- Proficiency in MS Excel / Google Sheets
- Comfortable working with dashboards, reports, and operational tools
- Knowledge of SQL, big query & Data Studio.
Preferred Qualifications:
- Experience working in high-growth startups or scaled e-commerce environments
- Exposure to last-mile operations, store operations, or omni-channel setups
What do we offer?
Growth
At Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we’re seeking talented individuals eager to grow with us.
We believe in empowering our people to take ownership, lead with confidence, and shape their careers.
- Flex University: Access in-house learning sessions and workshops designed to enhance your professional and personal growth.
- Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.
Culture
We believe in building strong teams and lasting connections.
- Regular community engagement and team-building activities
- Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture
Wellness
Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents
Work Environment
We thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.
Join us to be part of a dynamic environment where your ideas make an impact!
Fynd Mumbai, Maharashtra, IND Office
Mumbai, India
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What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
