Senior Manager - Customer Success & Experience - Internet/Online

4+ years of experience in - Operations/ Order management, Process design & automation where-in large number of transactions need to be managed

Experience of working with a start-up will be a plus.

Knowledge/ Skills

- Strong operations background esp. in handling large number of transactions

- Experience with process design & implementation, leveraging technology & bringing in automation

- Excellent communication & analytical skills

- Responsible self-starter, innovative thinker & comfortable in a metrics-driven business environment

Education

- Graduation & MBA from a reputed college

Job Description:

- Evaluating customer orders, following up to ensure satisfactory closure and proactively identifying relationships that need attention and prioritizing work

- Adhere to a quick response commitment and have the flexibility to maintain inconsistent workflows (peak times vary by time of day and by time of quarter)

- Setting up & monitoring processes that can improve order fulfillment in an e-commerce set up,leveraging technology & bringing in automation where-in needed

- Ensure timely follow-up / resolution of outstanding issues and set service standards that can be relied upon

- Developing tracking & reporting mechanisms to manage large volume of E-Commerce transactions on a regular basis

- Coordinating with Suppliers, logistics service providers/ Transporters and internal cross-functional teams on a regular basis