AddressAbout the Role:
As an Engineering Manager (EM), while you will be owning one full charter within CX org, you will play the role of a tech-managerial EM, who needs to work with various stakeholders, peers, and your team to contribute to the organizational commitments and growth.
About the Team:
We at Customer Experience aka CX@Flipkart.com are the people behind the scenes who take care of a customer after he has finished placing an order on Flipkart.com. CX has multiple horizontal and critical teams such as Order management systems (OMS), Incident management systems (IMS), Channels (Voice related platforms), NLP (Bots, GenAI, NLP), Reachout (event-based communications via SMS, email, push notification & WhatsApp)and CX UI (App, mSite & Desktop)
- We own customer-facing critical end-to-end post-order flow as well as for all CX Enterprise applications.
- We build intelligent systems that proactively understand a customer's issue even before they contact us and we do this at a massive scale.
- We gauge customer intentions and provide customized and differential solutions. We are both proactive and reactive to tend to customers' needs.
- We are the powerhouse behind all the channels that a customer can contact us. This omnichannel approach creates a unified and consistent experience for the customer whether contact is through Voice (inbound-outbound), Bots (Chat, NLP, GenAI, Machine Serve), email, or social media.
- We provide unified views and decision-making capabilities across Flipkart's internal system) to drive a smooth journey for the customer after he has placed an order with Flipkart.
You are Responsible For:
An Engineering Manager (EM) leads teams of diverse groups of people who are moving toward realizing Flipkart’s vision. They are responsible for mentoring and handling high-performing teams where each team member feels the impact of their work. TLs will support people in their career growth. They ensure that the teams have an inspiring vision for the future. The teams work on a spectrum of products and platforms that power Flipkart. TLs will define the right component/system abstractions/capabilities for current/future product/platform asks. They are also responsible for driving execution using agile methodologies by removing impediments along the way with the big picture in mind.
Roles & Responsibilities (What you’ll do):
- Lead, develop and coach teams of top technical talent
- Manage diverse stakeholders and drive project execution using agile methodologies
- Build scalable and reliable technology solutions at a rapid pace.
To succeed in this role – you should have the following:
- B.E/B.Tech or any other similar qualification with experience as a technical leader and people manager for at least 2+ years and a total of 9+ years of experience.
- Experience in managing 4-6 members team and delivering high-quality projects on time
- Experience with building, developing, and coaching teams of the best technical talent in the Industry
- Experience with managing diverse teams and delivering high-quality projects on time
