Senior Manager - Seller Operations
Bangalore, Karnataka
2d ago

Senior Manager - Seller Operations

About the role

The Senior Manager, Seller Experience, will be responsible for delivering best in class seller experience through strategic and tactical responsibilities under Operations management & Performance, Complex Charters management which has direct impact on financials and sellers experience.

What you’ll do :

Collaborate with peers and stakeholders on improving processes and overall seller experience

Socialize with the sellers with timely visibility to internal stakeholders on seller sentiment

Lead and drive completion of RCAs with a strong rigour on defining CAPA and taking them to logical closures with relevant stakeholders

Create and implement a detailed RCA and analysis strategy , policies and processes to aid and improve business performance, streamline seller journeys and improve product capabilities

Responsible for overseeing content creation and development not limited to training courses and modules required for operational webinars

Innovate through tech led solutions to gain deeper insight into seller sentiments and redefining qualitative guardrails to measure and improve seller experience

Highlight key areas of improvement at people / processes / product level

Manage contracts and maintain high engagement levels with outsourcing partners / vendors to foster healthy and long term partnerships

Manage contact center operations performance with a lazer focus on TAT, SSAT & NPS

Work extremely diligently in managing and coorodinateing various projects in dealing with TnS, Finance, Logistics and internal leadership to close all projects and product launches within timelines

Competencies critical for this role :

Operations Excellence : Ability to independently define and execute plans along with clarity on the ownership and be able to anticipate operational exigencies and plan accordingly

Problem Solving and Decision Making : Ability to proactively work on problems that impact the overall org, foresee probable impact, proactively solve for at the scale of the organization to have meaningful impact on cost, resources and profitability

Strategic & Design Thinking : Ability to determine long and short term implications of the

proposed actions while solving the problems and a strong appetite for solving problems through technology

Analytical Thinking : Ability to organize, classify data in a consumable format and draw logical conclusions from the data and identify the options / solutions to address the problems

Stakeholder Management : Setting up and leading the way to collaborate with internal /

external stakeholders towards strategic objectives and being able to handle conflict and

facilitate resolution

People Management : Build a high performance culture and enables continuous professional development through constant mentoring and periodic feedback and Drive Flipkart culture and values in the team

Vendor Management : Manage strategic engagement and decision making to improve

operational excellence and maintain senior leadership engagement across vendors

What you’ll need :

8+ years total experience, with 4-5 years experience in relevant roles

Worked in a leadership role managing multiple functional stakeholders (internal and external)

Experience in solving complex problems and process re-engineering

Excellent written / verbal communication skills and proficient in MS Office tools

Ability to work under pressure in a high-volume processing environment and consistently

meeting standards for productivity and quality

Ability to handle and navigate through ambiguity on own. OWN the charters and the expected outcome

Exposure to ecommerce industry is an added advantage

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