Ecommerce Manager

Key Responsibilities

• Own end-to-end project and delivery management for assigned e-commerce client accounts
• Act as the primary client-facing SPOC, managing daily communication, governance calls, reviews, and escalations
• Manage and deliver multiple e-commerce operational workflows, including cataloging, content, image/video, QC, moderation, and other back-office processes
• Ensure achievement of SLA, TAT, quality, productivity, and compliance commitments
• Own project-level profitability, including cost control, productivity improvement, and margin optimization
• Lead delivery through Team Leads and Operations Leads managing multiple pods and shifts
• Drive operational governance through KPIs, dashboards, forecasting, and capacity planning
• Analyze delivery and quality trends; conduct RCA and implement corrective and preventive actions
• Handle high-impact escalations related to client delivery, quality, financials, or people management
• Ensure adherence to client SOPs, platform guidelines, data security, and compliance standards
• Drive automation and workflow optimization across e-commerce operations to reduce manual effort and improve scalability
• Partner with Tech, Process Excellence, QC, Training, and Workforce teams to build scalable operating models
• Support workforce planning, hiring inputs, onboarding, and ramp-ups aligned with business demand
• Identify account growth opportunities, support scope expansion, and contribute to renewals and new transitions
• Prepare and present weekly/monthly business reviews, forecasts, and performance reports to clients and leadership