Category Manager (E-Commerce)

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform enabling 150,000+ businesses including Adani, Godrej, Wipro, Vivo, PhysicsWallah, Asian Paints, and India Today Group to drive revenue growth through WhatsApp.

With 500+ crore WhatsApp messages exchanged annually, AiSensy powers high-scale, high-impact business communication. Backed by Marsshot.vc, Bluelotus.vc, and 50+ angel investors , we are a mission-driven, growth-stage startup building the future of business communication.

We are looking for a Category Manager E-commerce Fulfillment to own, scale, and optimize the fulfillment category end to end . This role is responsible for category strategy, execution, performance, and growthbalancing cost, speed, quality, and customer experience .

This is a business ownership role , not just an operations role.

Role Overview

The Category Manager E-commerce Fulfillment will own the fulfillment category end to end , with complete responsibility for P&L performance, operational execution, vendor management, and customer experience impact .

This role demands strong business judgment, execution rigor, and the ability to scale operations efficiently in a high-growth environment.

Key Responsibilities

1. Category Ownership & Strategy

• Own and drive fulfillment category P&L metrics , including cost per order, delivery success rate, and RTO impact .
• Define and execute category strategy to scale order volumes while balancing cost, speed, and service quality.
• Build and execute short-term and long-term roadmaps for fulfillment capacity expansion, geography coverage, and efficiency improvements.

2. Operations & Execution

• Own the entire fulfillment lifecycle : order processing picking/packing shipping last-mile delivery returns.
• Ensure high SLA adherence across warehousing, courier, and last-mile partners.
• Design, document, and implement SOPs to support rapid growth, seasonal spikes, and peak demand periods.

3. Vendor & Partner Management

• Own and manage courier, 3PL, and warehouse partnerships .
• Negotiate commercial terms, SLAs, and performance benchmarks aligned with category goals.
• Drive partner accountability through regular reviews, data-backed performance tracking, and continuous improvement initiatives.

4. Inventory, Returns & Customer Experience Impact

• Ensure inventory accuracy and availability across fulfillment locations.
• Own returns, RTOs, and reverse logistics performance , working to reduce costs and improve recovery rates.
• Collaborate closely with CX and Sales teams to identify, reduce, and prevent delivery-related customer issues.

5. Data, Metrics & Optimization

• Track, analyze, and optimize key fulfillment metrics, including:
• Fulfillment TAT
• Cost per shipment
• Delivery success rate
• RTO and return rates
• Use data to identify bottlenecks, inefficiencies, and root causes , and drive automation and process improvements.
• Continuously improve margins and service quality through data-driven decisions.

6. Team & Stakeholder Management

• Build, manage, and scale fulfillment operations teams in line with category growth.
• Work cross-functionally with Tech, Product, Finance, CX, and Sales teams to deliver category objectives.
• Present category performance, insights, and growth plans to senior leadership.

Requirements

• 48 years of experience as a Category Manager, Operations Manager, or Supply Chain Manager in e-commerce.
• Proven experience scaling high-volume e-commerce fulfillment or logistics operations .
• Strong understanding of warehousing, logistics, last-mile delivery, and reverse logistics .
• Demonstrated experience owning metrics, vendors, and execution together .
• Strong analytical, commercial, and problem-solving skills.

Key Skills & Traits

• Strong category ownership mindset
• Excellent vendor negotiation and partner management capabilities
• Data-driven decision-maker with execution focus
• Ability to operate in ambiguity and fast-scaling environments
• High ownership, accountability, and bias for action

Why This Role

• Own a business-critical fulfillment category end to end
• Direct impact on revenue, margins, and customer experience
• Opportunity to build and scale a vertical from scratch
• High visibility and close collaboration with leadership