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

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:

1. 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.

1. Customer Service Oversight

• Monitor and ensure prompt CS responses, including on weekends.
• Supervise CS team outputs and implement SOPs/templates for speed and consistency.

1. 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.

1. 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