Flipkart - Senior Manager - Seller Operations

About the role

The Senior Manager, Seller Experience, will be responsible for delivering best in class seller experience through strategic and tactical responsibilities under Operations management & Performance, Complex Charters management which has direct impact on financials and sellers experience.

What you'll do:

- Collaborate with peers and stakeholders on improving processes and overall seller experience

- Socialize with the sellers with timely visibility to internal stakeholders on seller sentiment

- Lead and drive completion of RCAs with a strong rigour on defining CAPA and taking them to logical closures with relevant stakeholders

- Create and implement a detailed RCA and analysis strategy, policies and processes to aid and improve business performance, streamline seller journeys and improve product capabilities

- Responsible for overseeing content creation and development not limited to training courses and modules required for operational webinars

- Innovate through tech led solutions to gain deeper insight into seller sentiments and redefining qualitative guardrails to measure and improve seller experience

- Highlight key areas of improvement at people/processes/product level

- Manage contracts and maintain high engagement levels with outsourcing partners/vendors to foster healthy and long term partnerships

- Manage contact center operations performance with a laser focus on TAT, SSAT & NPS

- Work extremely diligently in managing and coordinating various projects in dealing with TnS, Finance, Logistics and internal leadership to close all projects and product launches within timelines

Competencies critical for this role:

- Operations Excellence: Ability to independently define and execute plans along with clarity on the ownership and be able to anticipate operational exigencies and plan accordingly

- Problem Solving and Decision Making: Ability to proactively work on problems that impact the overall org, foresee probable impact, proactively solve for at the scale of the organization to have meaningful impact on cost, resources and profitability

- Strategic & Design Thinking: Ability to determine long and short term implications of the proposed actions while solving the problems and a strong appetite for solving problems through technology

- Analytical Thinking: Ability to organize, classify data in a consumable format and draw logical conclusions from the data and identify the options/solutions to address the problems

- Stakeholder Management: Setting up and leading the way to collaborate with internal / external stakeholders towards strategic objectives and being able to handle conflict and facilitate resolution

- People Management: Build a high performance culture and enables continuous professional development through constant mentoring and periodic feedback and Drive Flipkart culture and values in the team

- Vendor Management: Manage strategic engagement and decision making to improve operational excellence and maintain senior leadership engagement across vendors

What you'll need:

- 8+ years total experience, with 4-5 year experience in Project or Program Management, Operations Management, Partner Management, Risk Management and People Management

- Worked in a leadership role managing multiple functional stakeholders (internal and external)

- Experience in solving complex problems, process re-engineering, Strong analytical and data processing skills.

- Excellent written/verbal communication skills and proficient in MS Office tools

- Ability to work under pressure in a high-volume processing environment and consistently meeting standards for productivity and quality

- Ability to handle and navigate through ambiguity on own. OWN the charters and the expected outcome

- Exposure to ecommerce industry is an added advantage

Mandatory Skills : BPO Operations management, Analytical Thinking, Customer Experience, Productivity Management, Stake holder Management, Program management, Basic WFM understanding

Desired Skills : BPO Operations management, Analytical Thinking, Customer Experience, Productivity Management, Stake holder Management, Program management, Basic WFM understanding