AddressSenior Manager - Strategy/ Customer Experience (6-8 years) | e-commerce
Education: Graduation from Top Colleges with at least 6 years Post Qualification experience or Post Graduates from Top Tier B Schools (Full Time Classroom program pass outs only).
Experience: In Process Definition / Project Management
- Preferably in customer experience related projects or process management / implementation in retail ecommerce, consulting or public digital infrastructure assets.
- Should have developed a fair understanding of overall business processes and have participated in scale of business through process definition / improvement.
Location: New Delhi
Skill Sets:
- Deft at Project Management with both internal as well external stakeholders.
- Ability to convert activities into defined processes with consensus from both external and internal stakeholders.
- Attention to detail and logical reasoning to identify gap in existing process and redefine business processes wherever necessary.
- Presentation skills are essential to summarize and represent relevant areas for discussion, summarize progress and present solutions as well as scale up approach to both internal and external leaders.
- Ability to identify objective parameters to assess functional and business performance. Also expected to translate metrics into pieces for analytics-based assessment and conversion to dashboards for day to day as well as periodic monitoring.
What You will do:
- Drive and own Operational Performance Improvement of APPs on the network
- Assess APPs proposing to join the network objectively on readiness for handling customer experience - both buy as well as sell side
- Translate improvements identified or required into SOPs / Guidance Notes
- Identify Gaps in Specs / Process of interaction between APPs on network and eliminate or minimize these gaps through Spec enhancement or drive process changes at APP end
- Pre-emptively identify areas of inter APP disputes or challenges in APP operations resulting in customer issues
- Definition & implementation of Process of Ongoing Operations team working
