Dunzo - Lead - User Success & Business Excellence

User Success and Service operations:

1. Lead the end-to-end Community Operations charter for Dunzo's various business verticals.

2. Own the end-to-end NPS charter, as a measure of experience for all users and enable generation of actionable key insights on a continuous basis for the same

3. Own the holistic Community Operations and NPS -

- For end customers

- For supply partners

- For supply chain vendors

- Potentially for mktplace merchants, pickers, store staff etc too (over time and as per requirement)

- For B2B support - as per future plans

4. Defining key objective parameters to measure the user experience. Create systems to set ambitious goals and achieve them

5. Identify the key touch points across all users' lifecycles and work towards improving the overall experience. Drive quick improvements for positive impact as well as long term improvement across parameters.

6. Define the culture in the CommOps and NPS teams and enable people for success during their tenure with Dunzo

7. Influence and co-own the product roadmap for betterment of the user experience especially as it relates to CommOps and NPS operations.

8. Create and implement SOPs for most effective and efficient resolution of user issues in a structural manner

9. Develop strategy to make Dunzo's holistic user experience as the Key Differentiating Factor among the competitors

Business Excellence

1. Using the user interactions from Commops, create a continuous feedback loop into business strategy and operations

2. Partner with cross functional teams to identify areas of operational improvement and drive best practices for the same. Work closely with the Business stakeholders to drive solutions from a business capability, operations, technology and process standpoint.

3. Partner with cross functional teams to help define operational processes, help measure adherence, provide feedback and course correction solutions to the operating teams - using the learnings from the commops interfaces as an input lever.