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