Head of Operations-Ecommerce & Retail Marketplace

Key Responsibilities: Marketplace Operations Management: Oversee daily backend operations across Amazon, Walmart, Target, and other marketplaces. Ensure accuracy in order processing, invoice reconciliation, shortage management, claims, and compliance. Establish and optimize Standard Operating Procedures (SOPs) to enhance efficiency and scalability. Coordinate with cross-functional teams (Tech, Finance, Sales) for end-to-end issue resolution. Post-Sales Customer Lifecycle: Lead customer onboarding, account management, business reviews, and SLA adherence. Implement renewal, upsell, and retention strategies. Develop and track customer health scores and proactively engage customers to improve satisfaction. Team Leadership & Development: Manage a team of account managers, service delivery personnel, and operations executives/managers. Set KPIs, monitor team performance, and drive accountability. Conduct coaching, upskilling sessions, and quarterly performance reviews; implement Individual D...