Key Responsibilities : - Develop philosophies of customer experience, design and execute the best customer experience strategy - Work closely with departments like Sales, Supply Chain, Business Development, etc. to build the process, systems and deliver the strategy - Responsible for the end to end customer experience and processes related to the new business across pan India - Work with tech teams and own the development of products such as customer support, installation / uninstallation, logistics experience - Work on solving customer queries, returns, customer and seller experience - Set up the entire customer service processes and operations - Create VOC mechanism and responsible for the Net promoter score of the new products - Deep dive in customer data to find out process gaps and improve the broken experiences - Drive customer experience improvement initiatives across India by diving deep in voice of customer &amp; via customer journey mapping - Lead a major customer experience improvement program by improving processes and products - Enable cross functional teams such as transport, category, payments, etc. and customer service teams to identify process gaps by doing Gemba &amp; Kaizen - Set-up VOC framework in the organization to improve customer experience reduce defects - Responsible to spread culture of innovation and continues improvement in the customer service organization - Led delivery/pickup network expansion and improvements in Transit times - Drive improvements in customer &amp; seller experience by improving customer satisfaction &amp; Net Promoter Score - Led process quality improvement across supply chain, internal quality audits and compliance - Responsible to make Annual Operating resource &amp; infra plan &amp; control the same - Drive revenue generation by leading warehousing &amp; transportation solution design and implementation within planned timelines &amp; budget - Work with cross functional teams and prepared customer RFQ/RFP response presentations to explain the Logistic solution, Value proposition &amp; service benefits - Prepare quarterly business reviews &amp; provided analytics support like Customer Warehousing &amp; transportation P&amp;L and Service Levels to Top management for making business decisions Skills : - Stakeholder management : Ability to navigate through multiple stakeholders and build strong working relationships across all levels of the organization - Assertiveness : Ability to push back Qualifications and Experience : - MBA from a Tier 1 Institute with 15 to 18 years of relevant work experience, preferably in an e-commerce setup

Bangalore

Udaan - Head - Business Operations - IIM/ISB/MDI/FMS 

Udaan - Head - Business Operations - IIM/ISB/MDI/FMS  ,Job Description for Udaan - Head - Business Operations - IIM/ISB/MDI/FMS  in Udaan in  Bangalore for (12-18) years of experience. Apply Now!

Job Description for Udaan - Head - Business Operations - IIM/ISB/MDI/FMS  in Udaan in  Bangalore for (12-18) years of experience. Apply Now!