Operations Lead – Marketplace & Fulfilment (3-6 Yrs) | (₹7.5 – ₹10 LPA)|Onsite
GEMGEM

Location: Surat (Gujarat), India (Onsite)
Job Type: Full-Time
Experience Level: 3 to 6 years
Salary range: CTC ₹7.5 – ₹10 LPA
About Us:
GEMGEM is a premium, AI-enabled online marketplace for pre-owned fine jewelry. We are transforming the way people buy and sell authenticated, high-value jewelry through a trusted and transparent platform. Backed by industry experts and run by a diverse global team, we’re now hiring a reliable Operations Lead to support our growth from the frontlines.
Role Overview:
As our Operations Lead, you’ll take full ownership of day-to-day marketplace operations. You’ll manage end-to-end shipping, logistics, customer service, and cross-functional coordination with urgency, accountability, and clarity. This is a hands-on, execution-focused role—not a back-office admin position.
Key Responsibilities:
- Shipping & Fulfillment
- Coordinate domestic and international shipments via FedEx, ParcelPro, DHL, etc.
- Secure competitive logistics and insurance rates.
- Ensure timely pickup, authentication, and delivery of items.
- Customer Service Oversight
- Monitor and ensure prompt CS responses, including on weekends.
- Supervise CS team outputs and implement SOPs/templates for speed and consistency.
- Operational Execution
- Follow through all operations-related ClickUp tasks to closure.
- Proactively escalate issues and prevent delays or miscommunications.
- Work with cross-functional teams (product, QA, CS, logistics) to streamline flows.
- Process Ownership
- Suggest improvements, plug gaps, and lead the execution of process enhancements.
- Handle reporting, documentation, and basic vendor/account management (e.g., ParcelPro portals).
Requirements:
- 3–6 years of experience in operations, fulfillment, or logistics (eCommerce or marketplace preferred).
- Proven ability to take ownership and execute with minimal supervision.
- Strong communication and coordination skills.
- Experience using tools like ClickUp, Zoho Vault, or similar.
- Fluent in English; Gujarati or Hindi a bonus.
- Based in Surat and available for full-time on-site work.
What We Offer:
- Competitive salary based on experience CTC (₹7.5–₹10 LPA)
- Direct impact on a fast-scaling international marketplace
- Transparent, no-nonsense startup culture with high expectations and high trust
- Learning opportunities and exposure to global operations
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