About the Role
Job Title - Senior Manager - Service Excellence
Location - Bangalore
Job Description
- Prime responsibility is to drive Service Excellence within Vendors 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 Vendor 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.
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