Flipkart - Senior Management - Service Excellence - Seller Experience Team

About Flipkart

Website - www.flipkart.com

Flipkart is India's largest e-commerce player with a valuation of over US $11 billion and sales of US $3 billion. Globally, it is among the top 5 most valued privately-funded technology-driven company (after Xiaomi, Uber and Airbnb).

Our goal is to re-invent how people shop and buy digitally. Flipkart is known for its path-breaking services such as Cash on Delivery, and a 30-day replacement policy. Flipkart is the only online player offering services like In-a-Day Guarantee (50 cities) and Same-Day-Guarantee (13 cities) at scale. Flipkart's mobile app is one of the most downloaded and used app in the country.

Launched in October 2007, Flipkart has become the preferred online marketplace for leading Indian and international brands offering over 20 million products cross 70+ categories including Books, Media, Consumer Electronics and Lifestyle.

Flipkart, currently 33,000 people strong, has 30 million registered users clocking over 10 million daily visits. Flipkart's technology has enabled it to deliver 8 million shipments per month - and this number's only growing.

About the Role

Job Title - Senior Manager- Service Excellence

Location - Bangalore

Job Description

- Prime responsibility is to drive Service Excellence within Seller Experience Team.

- Team responsibilities include the following (but not limited to)

Analyze reports and provide insights on seller experience metrics

Drive and Lead process improvement projects

Plan and devise mechanism for proactive/ reactive communication with sellers on both transactional and non-transactional aspects of business

Loop-in the feedback from Sellers or Internal teams in an effort to build long-term, scalable processes

- Act as a point of contact for all seller communication requirements and allocate work. Interlock with Product teams in improving support to sellers

- Work closely with cross functional teams within Marketplace to deliver on business goals.

- Think through business requirements and translate into SOPs.

- Ensuring process adherence & compliance and resource planning.

- Effective Communication Ability to communicate with internal teams and convert into actionable items

- Ability to lead and motivate team. Act as a Subject Matter Expert for all product issues.

- Build Flipkart Seller Experience Team as the best support team across all Marketplaces

- Own, Plan & Conduct Performance reviews & appraisals for the team

Key Skills:

- Overall experience 7-10 years, with minimum 4-5 years experience of leading process improvement initiatives/ projects at a Leadership role

- Six-sigma BB/ Lean Certified and strong hands-on Experience

- Strong communication and interpersonal/ influencing skills

- Team management

- Project Management experience or PMP certified, preferred.