Job description

The role of an Sr Manager-Process Excellence will be to ensure continuous improvement, effective change management, benchmarking performance and conduct special projects, including speaking to customers to understand the reason for poor rating/escalations, across India for a good customer experience (CSAT of 4.5+/5).

Expectations from the role

- Designing/Simplifying the fulfilment process from a customer experience standpoint. This will include detailed scrutiny of the ongoing process, understanding gaps and running pilots before implementing a full scale change in process. Any change would involve convincing the stakeholders with data to logically arrive at the new process.

- Engaging with the tech/product team for a better tech support and data backed push for value-add features.

- Understanding and benchmarking with similar players in the market, for one of the best customer experiences.

- Review with the internal and external stakeholders and publishing data backed weekly reports on the ongoing and planned projects.

- Assisting scaling of the business while keeping the quality, cost and efficiency of the operations in check.

- Close collaboration with the category/catalogue team to design and build efficient packaging at SKU level.

- Suggesting and implementing special projects, including new initiatives and launches, having direct impact on the revenues, margin and customer experience.

- Reaching out to customers with poor experience to understand the gaps, de-escalating the situation and improving processes and adherence in the medium to long term.

- Active involvement in the weekly fulfilment performance review and reporting to management on metrics.

- Ensuring all performance dashboards are in place for ready information to management for taking important business decisions.

- Driving a continuous improvement culture in the organization.

An ideal candidate will be:

- Eager to learn and grow, displaying high levels of ownership and drive to perform.

- Good verbal and written communication.

- Proactive in approach, organised, aggressive in action and results oriented.

- A team player with high patience and a high level of integrity.

- Willing to get their hands dirty to get the task done.

- Minimum experience of 10 years in process excellence function, preferably in e-commerce.

- Assertive with a high level of maturity.

- Should be independent in working with minimum supervision.

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