Flipkart - Senior Manager - Merchant Experience/Shipping

Summary:

- Custodian of overall merchant experience of platform and merchant NPS. Enhance buyer and merchant experience through new age logistic ideas / innovation; overhaul existing solution and ensure hygiene.

- The primary responsibility of Powership Global is to empower and enable Indian merchants business across the globe by smoothening process of shipping packages of all sizes, form and shape, in the best possible price along with end to end tracking capabilities. This role would have operational responsibility to identify and mitigate the threat of financial loss caused by invalid ticket claims due to fraudulent, or other harmful activity.

Role:

- Find innovative solutions to problems with challenging cross-functional dependencies.

- Align overall customer experience strategies with services offered by current and potential supply chain partners.

- Drive procurement and contract negotiations to ensure strong cost efficiency and best in class rates are realized

- Negotiate and ensure outstanding customer experiences, hitting / exceeding service goals and metrics

- Optimize cost, accuracy and speed of all Domestic and Cross Border shipping services available to our customers.

- Partner with external shipping and logistics suppliers in all non-asset, third party owned and managed transportation solutions.

- Support internal organization with communication, prioritization, and perspective with external shipping and logistics suppliers.

- Create, define and track aggressive, measurable and achievable speed, accuracy and reporting metrics.

- Be the voice of the customer and build business cases to improve the program then drive them to implementation.

- Manage and report on goals/metrics to reduce bad experiences for customers (like missed SLA- s).

- Message, socialize and evangelize shipping solutions with cross dependent teams and external communication and social media teams.

- Maintain highest ethical integrity working with external third party suppliers.

- Ensure that monthly invoicing processes are on time and accurate.

- Work closely with Financial Planning and Analytics to deep dive on data heavy inquiries into program performance.

- Analyze account information, activity and behavior, history, and trends to take appropriate action to maintain the integrity of the marketplace.

- Proactively communicate, target, and pursue identified fraud trends to mitigate the risk of financial loss and impact to our merchants.

- Identify problems and issues by performing relevant research using the appropriate tools.

- Provide feedback to colleagues and management regarding necessary changes and updates; including policies, upgrades, and potential queue changes.