Flipkart - Associate Director - Control Tower

About the Team

Jeeves-F1 is the services company for the Flipkart group and powers all post-sales experience touch-points for Flipkart customers. It is one of the largest service organizations in India with capabilities across Home Appliances, Electronics, Mobiles , Furniture and Recommerce categories in 17K+ pincodes and has brand partnerships with some of the marquee brands in above categories. The organization is scaling fast to become the service differentiator for Flipkart & brands through innovative service models like service marketplace, online customer specific service products & deepening service-product integration with OEMs/brands.

Associate Director Control Tower ( CT Head )- Jeeves-F1

In broader context of Supply Chain, Control Tower acts as cross a functional coordination & decision making agency.

In Jeeves context, CT mostly acts on:

Monitoring and driving Operations,

Tracking & reporting metrics, drives call closures, and gathers RCAs

CT is a one stop source of information, RCA, and insights (on what happens on field) for management

CT does the program management for various initiatives in the company. In this process, CT acts as the key link between business and Operations

CT manages a wide variety of stakeholders Operations,Supply Chain,Category,Customer Experience and other support functions to deliver results;

CT anchors the Sale events, by coordinating with Ops on daily performance, tracking metrics, doing RCAs, publishing outlier events, etc

One of the key strengths of CT is the constant connect with field Ops and this helps them learns the local behaviours (of managers, locations, metrics, etc)

Though CT is promoted by management, they have to strive to get acceptability of Operations and other functions. To develop the rapport with Ops & other functions, CT must work collaboratively with them and solve their problems to achieve the common objectives of metric achievement. In other words, CT needs to act also as 'doctor' and not just 'police'

In the process of connecting with Ops everyday, CT must remain impartial and objective in its functioning. It must not become an extended arm of Central Operations that does follow up with field Ops. Local field issues must be highlighted immediately as and when they occur

Operations Excellence:

- Monitoring Service Delivery Operations;

- Driving call closures & metrics (breach, customer experience);

- Supporting Ops and de-bottlenecks processes;

- Gathering RCAs on metric performance;

- Runs the governance process for Jeeves like weekly huddle,breach analysis and reliability POD.

Program Management

- Act as central coordinator in various initiatives (Technical/Business/Process)

- Coordinate with stakeholders, align tasks and timelines

- Involve CT team in execution with Ops, wherever necessary

- Publish program progress, highlight challenges, and drive closures

- Anchor Sale events and handling BCP during disruptions driving Operations' readiness for the festive season;

- Program manage major sale events;

- Achieve Ops Excellence objectives during the high volume Sale event

- Managing Business Continuity Plan (BCP) during disruptions

- Key Charters which are governed by CT in Jeeves-F1 are Installation , Tech Visits , Prexo , Market Place , Repairs .