Sr Manager - Root Cause Analysis - eCommerce - IIM

Build and manage team for Root Cause Analysis of customer issues/problems/escalations

Create and implement framework for identifying, analyzing and close-looping key customer concerns and outliers

Propose and drive with other teams structural/systemic changes to avoid pain points to customers

Build reporting framework for RCA for leadership team

Key competencies / attitude required:

Strong problem solving and analytics ability

Strong Customer orientation

High degree of structuring / influencing skills

Ability to partner with senior people to drive change

High degree of personal initiative, drive and willingness to learn

Knowledge of SQL is a plus though not required

Education: MBA from a premier Bschool (from IIMs or similarly ranked institutes)

Experience: Experience in VoC / Customer Advocacy / Analytics / Retail / Consulting / Loyalty. This experience Should have been gained in consulting/ecommerce/consumer facing industries

At least 2 years of post MBA experience