AVP - Client Experience & Operations Management - Internet/Online

Position : AVP - Client Experience and Operations Management

Location : Noida

Job Profile:

Key Responsibility Areas:

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

- 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

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

- Manage multiple outsourced vendors, drive relationships and investments to help them grow bigger, and ensuring continuous alignment with organisational priorities

- While improving the quality of customer content being produced will be the primary responsibility, timely closure of catalog creation and onboarding process will be equally important

- 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. Drive cross-functional product and marketing teams for implementation

- Maintain daily tracking, audit, training, and team motivation focus to drive large direct and indirect remote teams and process compliances and hygiene

Desired Profile:

Qualifications:

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

Skill Sets:

- Customer satisfaction and Quality oriented mindset

- Good communication and presentation skills

- Good logical reasoning ability and attention to detail

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

- Strong with MS Office tools, especially Excel, PowerPoint, and Word

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