AVP - Client Experience & Operations Management

Position : AVP- Client Experience and Operations Management

Location : Noida

Job Profile:

Key Responsibility Areas:

1. Own the customer onboarding process, and drive an exceptional experience during the initial client journey

2. Key priorities would be to ensure customers are onboarded with the right expectations, and then engaging them to source content and create best-in-class catalogs

3. Bring innovations and industry best practices to take the onboarding experience to next level

4. Manage outsourced vendors, drive relationships and investments to help them grow bigger, and ensuring continuous alignment with company priorities

5. While improving the quality of customer content being produced will be the primary responsibility, timely closure of catalog creation will be equally important

6. Regular process reviews and data analysis to be done to ensure technology-based process improvement feedback is being shared on quality, experience, and efficiency improvements

7. Maintain daily tracking, audit, training, and team motivation focus to drive large remote teams and Maintaining process compliances and hygiene

Desired Profile:

Qualifications:

Education and experience - MBA with 6-10 years of work experience and passed out of well-recognized institutes. Prior e-commerce experience will be an added advantage

Skill Sets:

1. Customer satisfaction and Quality oriented mindset

2. Good communication and presentation skills

3. Good logical reasoning ability and attention to detail

4. Good data analysis skills and understanding of technology to drive business solutions

5. Strong with MS Office tools, especially Excel, PowerPoint, and Word

6. Ability to multi-task and work in a fast-paced environment