Senior Manager - Operations - Six Sigma - Black Belt

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)

a) Analyze reports and provide insights on seller experience metrics

b) Drive and Lead process improvement projects

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

d) 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 my clients 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.