VP - Operations (eCommerce) plays a crucial role in leading and managing various functional and operational aspects of the organization. The key roles & responsibilities associated with the role are:
- Business Strategy: Develop and execute operational strategies that align with overall company's overall goals and objectives with overall P&L responsibility:
Optimizing processes, improving productivity, low-cost structures, low prices, delivering high quality at scale, and ensuring customer centricity.
- Process Improvement: Identify areas within the SWOs or eCommerce operations that can be streamlined, automated, and enhanced for better performance and customer satisfaction.
E.g.: Implement process improvement initiatives.
- Resource Management: Manage and allocate resources efficiently, including personnel, technology, and equipment. Ensure the right resources are in place to meet operational demands and deliver SLAs.
- Stakeholder Management: Oversee stakeholder relationships and external partners. Negotiate contracts, monitor performance, and ensure quality standards are delivered.
- Quality Management: Establish and maintain quality controls at par with industry standards and assurance of processes to ensure that the services delivered exceed customer expectations.
- Team Leadership: Provide leadership assistance to cross functional teams within the organization, build high performing teams, and foster a culture of collaboration, innovation, and continuous improvements.
- Financial Management: Work with the operations finance team to develop and manage budgets for operations. Monitor financial performance and take corrective & preventive actions as enablers to achieve financial & business goals.
- Compliance and Regulatory Oversight: Ensure that the company adheres to all relevant regulations and compliance standards, data privacy, consumer protection, and online transactions.
- Technology Integration: Enable and integrate latest technological advancements and trends in the operations. Identify opportunities to leverage technology for operational improvement and competitiveness.
- Customer Experience: Focus on enhancing the customer experience by ensuring timely order fulfilment, efficient customer service, and service delivery experience.
- Risk Management: Identify and mitigate operational risks that could impact the business. Develop contingency plans to address potential disruptions in operations and business.
- Reporting and Analysis: Monitor KRAs & KPIs and prepare regular reports for Top management and Board. Use data and analytics to drive informed decision-making and continuous improvement efforts.
- Scaling Operations: Develop strategies for scaling operations to meet growth targets, and scaling service quality and capacity.
- Communication: Foster effective communication both within the operations teams, cross functional teams and with other partners & stakeholders. Ensure alignment with the company's overall strategic goals and objectives.
- Crisis Management: Prepare for and manage crises that may affect operations, delivery, and natural disasters.