Job designation: senior manager- cx design
What are we looking for?
Customer experience design & strategy team at flipkart is looking for a senior manager i to help champion customer experience improvement across the companyThis is a high impact and high visibility role right at the core of improving customer experience at flipkart.
What will you do?
You will be *the* voice of customer for the design, strategy and execution of customer experience for partner teams across flipkart.
Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.
Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
Create brds, sops, etcAnd interact with various teams to implement enhancements
Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified.
Drive experience and associated metrics improvements from the forefront and create a model of continuous improvement with an ability to bring in tactical fixes alongside driving strategic roadmaps
What should you have?
Besides relevant experience, you should be passionate about customer experienceBeing successful at this role will require all round expertise in business, technical and operational aspects of ecommerceYou will also need a high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.
Overall 8+years of exp & a minimum of 4-6 years in ecommerce/ retail/ service industry
Experience leading complex projects
Comfortable with data analysis
Mba/engineering from premier institutions is preferred.
What will make your profile stand out?
Your profile makes us believe that you are an innovative product and operations manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.
You can support developing and presenting business cases to all levels of the organization to get their buy-in.
You have a demonstrated record of delivering superior results.
You are comfortable interacting with cross-disciplinary technical and non-technical teams.
Strong organizational and multitasking skills to help you balance competing priorities with ease.
You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)