Role description
About the Team:
The ONDC & Paytm Checkout Operations team is responsible for delivering a seamless merchant and customer experience by building scalable, efficient, and compliant operational processes across ONDC and Paytm Checkout businesses.
About the Role:
The Manager – Operations will own end-to-end operations for ONDC (Seller App – Pai Platform) and Paytm Checkout (Order from Table/Home for UAE). The role focuses on merchant onboarding, order fulfilment, merchant support, ERP/POS integrations, SOP governance, automation, and cross-functional execution to drive operational excellence and superior merchant experience.
This role is critical to scaling merchant operations, improving fulfillment success rates, reducing turnaround times, increasing automation, improving CSAT, and ensuring strong process compliance across ONDC and Order & Pay businesses.
Key Responsibilities:
Own end-to-end operational execution across merchant onboarding, post-go-live support, order fulfilment, ERP/POS integrations, and Order & Pay operations for ONDC and UAE markets.
Act as the central operations SPOC across product, tech, sales, logistics partners, buyer apps, ERP/TSP partners, finance, and ONDC network teams to ensure smooth launches, issue resolution, and campaign readiness.
Lead ERP, POS, and TSP operational support including API integrations, catalogue sync, order flow stability, and coordination with internal and external stakeholders.
Define, maintain, and govern SOPs across onboarding, catalogue hygiene, POS, training, and merchant support while driving continuous process improvements and audit readiness.
Ensure high catalogue quality and data hygiene including menu accuracy, pricing, images, and merchant visibility in collaboration with sales and cataloguing teams.
Drive automation and self-service initiatives by partnering with product and tech teams to reduce contact ratio, improve efficiency, and convert operational gaps into product enhancements.
Own merchant and internal training programs across Order from Home, Order from Table, and POS solutions, ensuring readiness, go-live approvals, and smooth handover to support teams.
Lead and manage the operations team covering productivity, workforce planning, hiring, training, performance management, and adherence to operational discipline.
Monitor operational KPIs, CSAT, SLA compliance, and process adherence using data and dashboards, and implement corrective actions to continuously improve merchant experience.
Experience & Requirements:
5+ years of experience in operations, marketplace/platform ops, merchant support, or process-driven roles in fintech, e-commerce, food-tech, or logistics ecosystems.
Strong understanding of ONDC ecosystem, merchant onboarding workflows, logistics coordination, and buyer app interactions.
Hands-on experience with ERP/POS integrations (e.g., Petpooja, UrbanPiper, POS platforms) and catalogue operations.
Proven ability to design, implement, and audit SOPs, drive process compliance, and manage quality improvements at scale.
Experience working cross-functionally with business, product, tech, and external partners to program-manage operational initiatives.
