Purpose & Overall Relevance for the Organization

The Director eCommerce Digital Operations EM is responsible for leading and optimizing the full end-to-end Digital Operations for Emerging Markets, ensuring operational excellence, scalability and efficiency across the key functions that keep the digital business running: Customer Service, Post-Order Operations, Platform Operations and Campaign Operations.
The role acts as Site Lead for the full eCommerce teams based in Gurgaon, India, leading by example, building culture and engaging the teams on the ground. It drives operational performance, consumer satisfaction and commercial outcomes through continuous improvement, effective governance and cross-functional collaboration. As a key leader within the eCommerce organization, the Director ensures that operational processes, capabilities and technologies, increasingly powered by automation and AI, support sustainable growth, resilience and a best-in-class consumer experience.

Key Responsibilities:

1. Operational Leadership

• Lead Digital Operations across Emerging Markets, delivering against business objectives, operational KPIs and consumer experience targets.
• Own the four core operational functions: Customer Service, Post-Order Operations, Platform Operations and Campaign Operations as one connected, end-to-end operating model.
• Develop and execute operational strategies that improve efficiency, scalability and service delivery across the eCommerce ecosystem.
• Drive continuous improvement and support business growth through effective operational planning, peak-trade readiness and disciplined execution.

2. Customer Service

• Champion a consumer-centric operating model across all touchpoints, setting service standards and SLAs across in-house and outsourced teams.
• Drive service excellence against CSAT, NPS, resolution time and cost-to-serve, resolving operational pain points across the end-to-end consumer journey.
• Embed AI-enabled service automation, virtual agents and agent-assist tools to improve speed, quality and efficiency while protecting consumer trust.

3. Post-Order Operations

• Own the end-to-end post-order experience: order management, fulfilment coordination, delivery, returns and refunds. Ensuring accuracy, speed and reliability across diverse EM markets.
• Drive performance against on-time delivery, order accuracy and return/refund cycle times, partnering with Supply Chain, logistics and carrier/3PL partners.
• Oversee payment operations, risk management and fraud prevention in partnership with the relevant Global and finance stakeholders.

4. Platform Operations & Governance

• Oversee the operations of eCommerce platforms and supporting third-party technologies across Emerging Markets, ensuring platform stability and operational readiness.
• Lead incident management, release coordination and trading-environment health, with rapid, structured issue resolution in partnership with Technology and Global teams.
• Establish and monitor operational KPIs, governance frameworks and reporting that drive performance and informed decision-making, ensuring compliance with company policies, standards and risk requirements.

5. Campaign Operations

• Own the operational execution of campaigns, product launches and trade events across the digital store, ensuring flawless, on-time go-lives aligned to the trade calendar.
• Coordinate on-site setup, configuration and readiness across Marketing, Merchandising, Brand and Platform teams, managing high-demand and hypedlaunch
operations end to end.
• Build repeatable, scalable operational playbooks that reduce execution risk and enable teams to handle an increasing volume of activity.

5. Stakeholder & People Leadership

• Build strong partnerships across eCommerce, Technology, Customer Service, Omnichannel, Supply Chain and other key stakeholder groups.
• Provide operational expertise and influence stakeholders to support business priorities and scalable solutions.

• As Site Lead in Gurgaon, build a strong on-the-ground culture and lead, develop and motivate a high-performing team rooted in accountability, collaboration and continuous improvement.
• Support talent development, succession planning and capability building through coaching and performance management, across both internal and outsourced teams.

Knowledge, Skills & Abilities

• Strong understanding of the eCommerce and Digital Operations ecosystem and best practices across service, fulfilment, platform and campaign operations.
• Proven operational-excellence mindset: process design, SLA and performance management, root-cause problem solving and continuous improvement.
• Experience managing platform operations and customer-facing operational environments; experience in Supply Chain Operations is a plus.
• Strong incident, crisis and peak-trade management capability: calm, decisive and structured under pressure.
• AI literacy: practical understanding of how AI, automation and agentic tools apply to service and operations: service automation, anomaly detection, operational forecasting and workflow efficiency with the judgment to deploy them responsibly and direct teams on where they add real value.
• Knowledge of payment operations, risk management and fraud prevention.
• Strong analytical, planning and problem-solving capabilities, with fluency in operational metrics and cost-to-serve analysis.
• Strong stakeholder management, communication and influencing skills, and the ability to lead cross-functional initiatives in a matrix organization.
• Ability to manage change and operate effectively in a fast-paced environment.

Requisite Education & Experience / Minimum Qualifications

• University degree in Business, Supply Chain, Digital, Engineering or related discipline.
• 7–10 years of experience in eCommerce, Digital Operations or Supply Chain.
• Proven leadership experience managing teams and cross-functional stakeholders within a consumer-facing environment.
• Experience working with eCommerce platforms, operational processes and third-party technology partners.
• Demonstrated track record of driving operational excellence and business performance through high-volume and peak trading periods.