Senior Executive - B2C Operations

Designation : Senior Executive - B2C Operations

Location : Andheri East, Mumbai, Maharashtra

Employment Type : Full-Time

We are looking for a dynamic and results-oriented Senior Executive – B2C Operations to manage and optimize the Return to Origin (RTO) process and oversee end‑to‑end shipment lifecycle reconciliation. The role involves reducing RTO timelines, ensuring accurate CN data, coordinating with 3PL partners, and reconciling shipment records to identify and resolve discrepancies. The candidate will also drive stakeholder communication, maintain shipment visibility and monthly records of shipment lifecycle.

You’re Responsibilities-

You will be managing aspects of output in your area : Controlling performance, people management, metrics & process improvements.

• RTO Management : Oversee and manage the Return to Origin (RTO) process, reducing the RTO timelines and ensuring timely deliveries.
• Invoice Tracking : Maintain accurate records of invoices and track against returns.
• Life cycle Reconciliation : Handle reconciliation of return data and weight data and collaborate with the commercial team for discrepancies.
• Damage / Loss : Monitor and track returns related to damaged or lost products.
• RTO Delivery Coordination : Coordinate with RTO delivery teams, ensuring smooth execution of deliveries and returns.
• Communication : Act as a liaison between teams, ensuring consistent and clear communication regarding RTO statuses, issues, and updates.
• Define and implement B2C operational SOPs for Q-com channels.
• Drive continuous improvement initiatives for order accuracy, speed and service levels.
• Lead cross-functional coordination with Revenue, Finance and Brand teams on PO fulfilment, marketplace inventory replenishment, inventory reconciliation & finance compliance.
• Customer experience Matrices reporting, improvement & closure of corrective actions.

Preferred Qualifications-