Sofia Massey

E-commerce and operations leader with 11+ years of experience across fashion and lifestyle digital commerce, catalogue/content operations, quality, process optimisation and people leadership. Progressive leadership experience at Myntra, managing 40+ member cross-functional teams and high-volume marketplace operations supporting 7,000–8,000 SKUs per month. Strong track record in e-commerce operations, customer-facing content, product presentation, KPI/SLA governance, workflow optimisation, stakeholder management and continuous improvement.

Reduced catalogue turnaround time from 7–8 days to 0–1 day for Beauty & Personal Care and improved overall catalogue TAT to 2–3 days while maintaining 98–100% quality. Commercially oriented operator with exposure to A/B testing, AI-enabled content production and visual/content improvements linked to measurable business impact.

Senior Manager – Content / E-Commerce Operations at MYNTRA (2023-11 – 2026-07)

Led end-to-end fashion and lifestyle e-commerce content operations across Beauty, Personal Care, Accessories and Kids, with accountability for quality, productivity, workflow and SLA delivery.

• Managed 40+ member cross-functional teams spanning photography, editing, re-editing and quality control, aligning resources to business priorities and delivery timelines.
• Scaled operational throughput supporting 7,000–8,000 SKUs per month while maintaining 98–100% quality accuracy across customer-facing content workflows.
• Designed the Beauty & Personal Care cataloguing SLA and redesigned workflows, reducing catalogue TAT from 7–8 days to 0–1 day; improved overall catalogue TAT from approximately one week to 2–3 days.
• Owned marketplace-facing product content quality, including product imagery, PDP graphics, swatch QC, colour grouping, model shoots and mood shoots, ensuring consistency with category and presentation standards.
• Built Google-based trackers and dashboards for queue movement, productivity, quality and production planning, enabling data-driven performance management and operational decisions.
• Partnered with Product, Creative, Studio, Category, Technology, Merchandising and Business stakeholders to resolve bottlenecks, manage escalations and improve customer-facing content.
• Led AI-enabled image-production initiatives and new operating models, supporting adoption, readiness, workflow redesign and change management while protecting quality and customer experience.
• Supported A/B-test readiness for 509 styles, achieving approximately 90% readiness, and used structured operational analysis to support experimentation and scale.
• Delivered a handbag visual/content revamp associated with a 5x revenue increase, demonstrating the commercial impact of stronger product presentation and content quality.
• Increased monthly editing output by 67% month-on-month while managing increased operational load.

Operations Manager at MYNTRA (2018-06 – 2023-10)

Managed end-to-end fashion and lifestyle content operations, including work allocation, queue monitoring, quality assurance, escalations and SLA adherence.

• Led photographers, editors, re-editors and QC specialists through coaching, performance feedback, workflow prioritisation and operational reviews.
• Planned capacity, monitored daily output and managed workflow priorities to maintain consistent delivery against SLAs and business requirements.
• Created structured operating mechanisms, quality checks and workflow controls to improve accuracy, productivity and turnaround time.
• Built trackers and dashboards to improve visibility of work movement, production planning, quality and team performance.
• Partnered with merchandising, inventory, studio, technology, category and quality teams to resolve bottlenecks and improve operational standards.
• Supported hiring, onboarding, coaching and performance management while developing team capability and accountability.
• Implemented process automation and workflow improvements that reduced manual effort and improved consistency.

Content / Operations at SNAPDEAL (2012-11 – 2014-05)

Supported high-volume e-commerce content and marketplace workflows, coordinating stakeholders to maintain accuracy, quality and timely delivery.

• Contributed to catalogue creation, content publishing, product data quality, process adherence and issue resolution.

Reporter at THE POLITICAL AND BUSINESS DAILY (2008-08 – 2012-07)

Produced accurate editorial content through research, interviewing, fact-checking and analysis in a deadline-driven environment.

• Developed strong written communication, stakeholder engagement, analytical judgement and attention to detail.

B.A. (Hons.) in Political Science – Indraprastha College for Women, University of Delhi

Post Graduate Diploma in Mass Communication – YMCA (2007 – 2008)