| Detail | For this role |
|---|---|
| Department | E-commerce |
| Level | Manager |
| Reports to | Head of E-commerce |
| Direct reports | Seller Onboarding Executive, Seller Support Executive |
| Experience | 5 to 9 years in operations or marketplace |
Seller Operations Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Seller Operations Manager
Department: E-commerce
Reports to: Head of E-commerce
Location: [City], [office, branch or site]
About the role
A Seller Operations Manager runs the seller side of a marketplace platform, making sure sellers are onboarded, supported and performing. They lead onboarding and support teams, manage seller performance and compliance, and improve the seller experience. The role reports to the Head of E-commerce or platform head. A good seller operations manager grows and retains a healthy seller base, keeps onboarding fast and support responsive, holds sellers to performance and policy standards, and removes the friction that stops sellers from selling well.
Key responsibilities
- Lead seller onboarding and support teams and set their service standards.
- Drive fast, smooth onboarding of new sellers onto the platform.
- Manage seller performance against metrics like fulfilment, quality and ratings.
- Enforce seller policy and compliance and handle violations fairly.
- Improve the seller experience by removing friction and fixing recurring issues.
- Track support ticket volumes, resolution times and seller satisfaction.
- Support sellers to grow through training, insights and account guidance.
- Coordinate with category, payments and logistics teams on seller issues.
- Analyse seller data to find and act on churn and performance risks.
- Report seller operations performance and plans to leadership each month.
Requirements
- Graduate, MBA is an advantage
- Experience in marketplace or operations
- Strong analytical and people skills
- 5 to 9 years in operations or marketplace
KRAs and KPIs for a Seller Operations Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Seller onboarding | New seller onboarding completed within the target time |
| Seller retention | Active seller retention kept above the target |
| Support SLA | Seller support tickets resolved within the service level target |
| Seller performance | Sellers meeting performance and quality metrics above the target |
| Compliance | Seller policy violations handled within the agreed time |
| Satisfaction | Seller satisfaction score meeting the target |
Skills and tools
Tools used day to day: Seller platform tools, Ticketing system, MS Excel and dashboards, Seller performance reports, CRM.
Reporting line and career path
Next roles: Senior Seller Operations Manager, Head of Seller Operations, Head of E-commerce
Interview questions for a Seller Operations Manager
- How do you make seller onboarding fast without letting quality slip?
- How do you manage sellers who are not meeting performance metrics?
- How do you balance enforcing policy with keeping sellers on the platform?
- How do you improve seller support resolution times?
- How do you find and reduce seller churn?
- Tell me about a seller experience problem you fixed.
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What does a seller operations manager do?
A seller operations manager runs the seller side of a marketplace platform. They lead onboarding and support teams, manage seller performance and compliance, and improve the seller experience. They grow and retain a healthy seller base, keep onboarding fast and support responsive, and remove the friction that stops sellers from selling well.
What skills does a seller operations manager need?
A seller operations manager needs skills in operations and team leadership, performance and compliance management, and support operations. Strong data analysis to track onboarding, retention, support SLAs and seller performance is central. Balancing firm policy enforcement with keeping sellers engaged, and fixing recurring friction, are what make the seller base grow and stay healthy.
Who does a seller operations manager report to?
A seller operations manager usually reports to the head of e-commerce or the platform head, depending on how the business is organised. They lead onboarding and support teams and coordinate with category, payments and logistics functions. In a marketplace business, the role is central to keeping the seller ecosystem healthy and growing.