Customer Operations Manager
IndiaMART InterMESH Ltd
4d ago

Job Description

Skills Required ¢ Excellent analytical abilities : Data driven decision making and understanding of key analytical techniques.

¢ Strong people management skills : Ability to build, lead and mentor large teams.

¢ Working knowledge and understanding of key aspects of a typical business - product, marketing, operations and finance.

¢ Ability to work together with cross functional teams in a highly dynamic work environment.

¢ Interacting with other team members to passionately collaborate & innovate.

¢ High self-confidence, dynamism and a belief in challenging oneself.

Key Responsibilities ¢ Manage customer operations solving customer tickets and Queries.

¢ Interact with customers regularly to understand customer journey and assess the engagement levels to design solutions to improve customer retention.

¢ Work closely with technical teams for development and launch of new product features

¢ Collaborate with Product & Business teams in concept discussions and proposed technology solutions to deliver roadmap features with agility and high quality.

¢ Continuously improve the processes, methods & technology practices of the team.

¢ Enhance and optimise the operational procedure, systems and principles in the areas of information flow and management.

¢ Researching new technologies and alternative methods of efficiency.

¢ Ideate new product strategies, plan and execute it efficiently.

¢ Monitor team performance and report on metrics

¢ Model data in order to create reporting dashboards for business process management.

¢ Periodically review and present the performance of KPIs and action plans to management.

Education : Preferably a B.T e ch / MBA with 2-4 years of experience

Salary : Not Disclosed by Recruiter

Industry : Internet / Ecommerce

Functional Area : ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category : Voice

Role : Assistant Manager / Manager-(Technical)


Desired Candidate Profile

Please refer to the Job description above


UG : B.Tech / B.E. - Any Specialization

PG : MBA / PGDM - Any Specialization

Doctorate : Doctorate Not Required

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