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