Sr. Specialist – Platform Operations (Ecom)

Job Title: Sr. Specialist – Platform Operations (Ecom)

Location: Gurgaon, India

Experience Required: 2–5 years

Purpose & Overall Relevance for the Organization

The Sr. Specialist – Platform Operations will support and oversee daily business operations across the eCommerce website and mobile app for the EM market. Acting as a key link between local business teams and global digital, IT, and platform partners, this role ensures seamless functionality, operational efficiency, and technical alignment.

What we are looking for –

We are seeking a professional with a strong understanding of eCommerce operations and platform management , capable of analyzing data, resolving technical issues, and driving performance improvements.

The ideal candidate will manage multiple eCommerce websites and marketplaces, monitor key metrics, and generate reports to optimize sales and returns performance. They should be skilled in using analytical tools, comfortable working with both technical and non-technical teams, and able to balance business goals with platform capabilities to ensure efficient operations and a seamless customer experience.

Key Responsibilities

Business KPI Definition and Monitoring

• Contribute to defining and monitoring business KPIs and SLAs (checkout flow, shipping options, payment methods, legal preferences, etc.).
• Support local and global teams in implementing eCommerce best practices.
• Manage business logic configurations across platforms such as Commerce Cloud and Product Information Master.

Project Management

• Coordinate and support operational projects and enhancement requests with local and global teams.
• Lead User Acceptance Testing (UAT) and DRY runs to validate workflows before production deployment.

Day-to-Day Operations

• Serve as the first level of escalation for local business teams on operational issues.
• Work with IT Service Managers to monitor ticket resolution and communicate updates to stakeholders.
• Ensure contingency plans are in place when fixes are unavailable.
• Track and analyze operational KPIs (conversion rates, checkout performance, payments, and order processing).
• Maintain data accuracy across systems (inventory, orders, returns, shipping costs, taxes, etc.).

Additional Responsibilities

• Monitor and manage multiple eCommerce websites and marketplaces to ensure optimal performance.
• Identify and resolve technical issues across various eCommerce platforms.
• Analyze sales, returns, and performance data using analytical tools to identify trends and opportunities.
• Run queries and generate reports to track metrics such as return rates by country or product category.
• Collaborate with both technical and business teams to ensure seamless platform operations and continuous improvement.

Education & Stakeholder Management

• Act as a subject matter expert on platform capabilities and operational processes.
• Provide guidance and training to internal stakeholders across Supply Chain, Retail, Brand, and other teams.
• Propose innovative solutions that enhance the utilization of platform capabilities.

Key Relationships

• Internal: Supply Chain, Customer Service, Brand Activation, Retail IT, Store Operations, Media & Communications teams.
• Global: Digital Brand Commerce, Global IT, Digital Sales Solutions.
• External: Technology vendors and service providers.

Knowledge, Skills & Abilities

• Strong analytical and problem-solving skills.
• Effective communication and presentation abilities.
• Understanding of eCommerce platforms and digital operations.
• Ability to organize, prioritize, and manage multiple tasks in a fast-paced environment.
• Collaborative and adaptable in a global, cross-functional setup.

Required Technical Skills

• Power BI
• SQL
• Tableau
• Data querying and reporting

Education & Experience

• Bachelor’s degree in Computer Science, Business, Marketing, or related discipline (or equivalent experience).
• 2–5 years of experience in eCommerce, retail, or digital operations.
• Basic to intermediate proficiency with web analytics tools (Google Analytics, Adobe Analytics).
• Familiarity with data visualization tools (Power BI, Adobe).
• Working knowledge of Microsoft Excel, Word, and PowerPoint.