Manager - Seller NPS - HR Domain - Internet/Online

Manager level- Seller NPS - Ecommerce Background - HR - Delhi (NCR)

Manager level- Seller NPS

Location : Gurgaon

About the role :

Partner NPS manager is a high visibility role, This will involve close working with the CXOs and business heads to make our organisation an aspirational organization for caregivers . We are already working with 1000+ caregivers, providing services to 5000+ customers per month with massive expansion plans. This role provides the opportunity to make a real impact on the lives of patients and provide them with superlative experience.

Key responsibilities :

The responsibilities span across 5 key areas :

- Planning for the best in class

- Custodian of NPS for caregivers .

- Planning the complete lifecycle including hiring planning (recruitment by diff team), policies, performance management, rewards and recognition, L&D, retention management etc.

- Frequent interviews with the caregivers to understand the pain points and go through the process from caregiver perspective

- Ensuring on-ground implementation

- Designing and measuring monthly NPS and working on insights from that

- Working with the field team to ensure implementation as per plan

- Refining processes

- Understand best in class processes from healthcare as well as adjacent industries

- Look at all current processes and suggest improvements from caregiver perspective

Analytics and Technology :

- Frequently analyze all partner metrics to bring in insights and take actions

- Work with product and technology teams to bring in any fundamental changes

- Understanding of off the shelf technology tools to improve partner experience

- Develop a safe and performance driven culture to make organisation an aspirational organization for all caregivers

- Measure performance, develop career path and setup culture of rewards and recognition

Basic requirements :

- 2+ years of relevant experience (HR/ IR, similar roles in ecommerce organizations). Experience in a fast paced environment or startup is a plus

- Empathetic leader to understand the partner's needs.

- Excellent problem solving and analytical skills