Team Manager Seller CX

About The Job

Reimagining how India builds one click at a time.

Building the next big disruption in e-commerce: brick by digital brick

We are a new-age B2B e-commerce platform transforming how India buys and sells construction materials. Our digital ecosystem connects contractors, retailers, and suppliers, offering speed, transparency, choice, and reliability. Contractors and retailers gain access to a wide range of quality materials, credit options, and tracked deliveries, while suppliers expand their network and sales pan-India. Operating in 375+ cities across 25 states, currently valued at ___, we are one of Indias fastest-growing construction B2B platforms and have also launched private-label tiles, plywood, and sanitaryware for buyers.

Were on a mission to organize and digitalize Indias 7 lakh crore construction procurement market, where only about 1% of transactions are digital today. The goal is to build a more connected, efficient, and technology-driven future for the entire industry.

Backed by the Aditya Birla Group, a global Fortune 500 conglomerate with a strong presence in manufacturing construction and finishing materials, and 140,000+ employees across 36 countries, we bring the best of both worlds: the agility of a startup and the stability of a legacy leader.

Our Vision? To become the most trusted B2B ecommerce platform in the country powered by digital efficiency, competitive prices and vast assortments.

Job Purpose

This role leads the end-to-end Seller Experience & Operations charter. You will manage seller experience team members, fulfilment governance, issue resolution, and operational excellence for sellers across multiple product categories. The mandate is simple: ensure sellers have a frictionless journey, consistently deliver OTIF performance, and strengthen the marketplace supply engine as we scale leading to growth in Topline.

Key Accountabilities & Support Actions

Seller Experience Management

• Own the full seller lifecycle onboarding, order management, documentation (LR, MTC, POD), fulfilment, returns, and compliance (GST and Legal).
• Build feedback loops to proactively identify friction points and drive structured improvements.
• Partner with sales, category, credit, logistics, product, and finance teams to ensure seamless execution across touchpoints to
• Build a team who engages sellers proactively (Physically and Digitally) understand constraints, challenges, and opportunities for improvement. communication and timely response Ensure high-quality
• Lead Seller NPS, TAT, defect rate, and escalation management.

Operations & Process Excellence

• Govern OTIF (On-Time In-Full) and Revenue as a core KPI and drive improvements through structured interventions.
• Lead day-to-day seller operations including order management, issue resolution, returns/claims handling, and SLA governance.
• Strengthen internal processes, updating SOPs, training teams on the revised workflows, and driving consistent implementation to reduce turnaround time, eliminate waste, and improve first-time right performance.
• Work with product and tech teams to automate recurring workflows and scale operations without linearly increasing headcount.
• Build dashboards with analytics to monitor team performance on OKRs, highlight risks, and trigger actions.

Team Management & Development

• Manage and mentor a team of Seller Experience Associates /officers/assistant managers.
• Set clear goals, review performance, and ensure capability building through structured training and coaching.
• Drive a culture of Accountability, ownership, speed, and problem solving.

Governance & Compliance

• Ensure adherence to company policies, quality norms, and GST and legal compliance requirements.
• Drive disciplined governance through weekly/monthly reviews with stakeholders.
• Maintain audit-ready documentation for seller interactions, SOPs, and process flows.

Qualifications & Skills

• Graduate in Operations, Supply Chain, Business, or related fields; MBA or postgraduate in Operations preferred.
• 48 years of experience in operations, seller/vendor management, order management, or customer service rolespreferably in B2B, building materials, FMCG, or e-commerce.
• Minimum 2 years of experience required in team management.
• Hands-on experience with OMS/TMS/SAP-like systems for order processing, dispatch planning, and issue resolution.
• Strong exposure to fulfilment governance, OTIF improvement, ageing management, and cross-functional stakeholder coordination.
• Proven track record of managing teams in a fast-paced, high-volume environment.
• Must Knows about GST requirements