Position Background Customer First has been the guiding philosophy at Flipkart ever since its inception in 2007. This is one of the core values which the company lives by and has been the key driver for its leadership position in the e-commerce industry today. All decisions are based on this philosophy and each employee is expected to demonstrate this value in abundance. Given the hundreds of touchpoints and millions of moments of truth that Flipkart sees everyday, Customer Experience vertical is the key function that plays a large role in how customers perceive the company and consequently their Life time value. The function not only delivers service on a daily basis to lakhs of customers but also defines the overall experience that millions of Indians go through everyday at the countrys largest online shopping destination. The Director, Customer Experience Operations would be pragmatic visionary who can improve customers end-to-end experience in dealing across channels, touch points, and customer-impacting business processes. He or she would be responsible for the Quality of the Customer Experience that our customers encounter as they do business with our firm and its representatives. Roles & Responsibilities - Define and execute the long term strategy &amp; roadmap for the function - Lead a pan India network of outsourced centers and the relationships with the partners - Deliver KPIs for the function while raising the bar and benchmarking externally ( experience, quality, speed, cost, compliance ) - Work closely with the Technology, Product &amp; IT teams to co-design a world-class infrastructure - Partner with Planning and capacity team to understand the forecast and ensure resource plans meet the operational demand - Be the Voice of Customer across all interactions - Lead and deliver on all operations readiness requirements for multiple sale events - Work in a truly multicultural environment, manage diverse efforts, identify and secure synergies - Put in place systems and processes that continuously improve the efficiency of the operation and satisfaction levels of customers that contact us - Collaborate with other cross-functional teams within the org - In-house Operations, Workforce Management, Commercial, Planning &amp; Forecasting, Process Excellence, Quality, - Program Management &amp; Training, Analytics, Product, Engineering and leverage the teams for delivering great customer outcomes. - Attract, Hire, Grow &amp; Retain talent within the function Leadership Competencies for the role : - Strategy and Design thinking Has a long term view. Sets Big Objectives. Can think and strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into executable roadmap - Execution Excellence Is able to drive quantifiable results ( for scale and complexity) - Customer first Demonstrates deep customer understanding and is responsive to customer needs - Inspiring Leader Builds strong teams, Coaches and mentors the team and Rallies the team behind common purpose - Applied Innovation Is able to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps. - Exceptional influencing skills Is able to work across functions in the org and drive their actions in a way that positively impacts customer experience. - Change Management Ability to drive change and mount change management initiatives, given the dynamic nature of the business. - Strong Problem Solving and Analytical Skills. The ability to analyze and infer customer insights from data will be a key capability Experience ( Preferable ) : - 15+ years experience in B2C / BPO / Services / Retail Industry - In-depth knowledge of managing large/Multisite/ Multi-Vendor B2C CX operations ( 4000+ cx agents ) and associated processes - Strong people management and cross-functional leadership experience Location - Bangalore, India Travel~ 30% of time Reporting to : Head of CX Operations Company Description Flipkart is Indias largest e-commerce marketplace with a registered customer base of over 100 million. In the 10 years since it started, Flipkart has come to offer over 80 million products across 80+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle. Launched in October 2007, Flipkart is known for its path-breaking services like Cash on Delivery, No Cost EMI and a 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee and Same-Day-Guarantee at scale. With over 1,00,000 registered sellers, Flipkart has redefined the way brands and MSMEs do business online. Launched in October 2007, Flipkart has over the years become the preferred online marketplace for leading Indian and International brands. Our acquisition of Jabong and Myntra has been a natural step in our journey to be Indias largest fashion platform. We are the only online player offering services such as In-a-Day Guarantee across 50 cities and Same-Day-Guarantee across 13 cities. Our annual subscription service - Flipkart First, is the first of its kind in the country. We are known for our: - Path-breaking Cash on Delivery service and our 30-day replacement policy. - User-friendly Flipkart Lite app that gives the convenience of a website infused with the experience of a native app. - Flipkart Assured badge that guarantees a 6 level quality check at every stage from storage to packaging along with an assured 2 - 4 day delivery across India. - Big Billion Days Sale, which is regarded as Indias biggest shopping sale.

Bangalore

Flipkart - Director - Customer Experience Operations 

Flipkart - Director - Customer Experience Operations  ,Job Description for Flipkart - Director - Customer Experience Operations  in Flipkart.com in  Bangalore for (15-18) years of experience. Apply Now!

Job Description for Flipkart - Director - Customer Experience Operations  in Flipkart.com in  Bangalore for (15-18) years of experience. Apply Now!