Flipkart - Manager - Customer Experience/Operations Excellence

Manager - Customer Experience/Operations Excellence

Key Responsibilities:

Customer Experience Improvement:

- Drive attempt conversion rates and elevate customer satisfaction by implementing process excellence practices and influencing partner behaviors.

Project & Program Management:

- Lead key projects from inception to stabilization, ensuring end-to-end ownership of timelines, deliverables, and outcomes.

Stakeholder Collaboration:

- Liaise effectively with internal teams and external partners to ensure smooth coordination and alignment with organizational goals.

Process Mapping & Service Excellence:

- Conduct end-to-end process mapping to identify gaps and improvement areas.

- Execute service excellence strategies at the hub level by collaborating with Operations and Experience Coaches.

Root Cause Analysis & Improvement Initiatives:

- Identify customer and seller dissonance patterns and recommend actionable strategies, including interventions for repeat offenders or process defaulters.

Compliance & Governance:

- Monitor adherence to standards, ethics, and performance metrics through regular field audits and collaboration with state/regional leadership teams.

Cross-functional Collaboration:

- Work closely with Cluster Ops, Training, HR, Design, and other support functions to enhance the experience of field executives and end customers.

Data & Insight Generation:

- Respond to ad-hoc data and insight requests, leveraging analytics to support decision-making and business reviews.

NPS Management:

- Analyze key NPS (Net Promoter Score) drivers, manage root cause resolution for experience levers, and ensure closed-loop actions.

Team Management & Development:

- Lead, mentor, and groom team members; manage MIS, periodic reviews, and project routines.

- Build a high-performing and engaged team with strong focus on E-SAT (Employee Satisfaction).

Automation & Analytics:

- Leverage tools such as SQL, Python, and R to automate reporting and data analysis.

- Optimize Excel-based workflows into automated, data-driven dashboards for operational efficiency.

Key Skills & Competencies:

- Strong analytical, problem-solving, and project management skills.

- Excellent communication, stakeholder management, and presentation abilities.

- Hands-on expertise in Excel, SQL, Python, R, and data visualization tools.

- In-depth understanding of Operations, Last-Mile Delivery, and Customer Experience metrics.

- Proactive mindset with ability to influence without authority.