IndiaMART.com - Product Manager - Voice of Customer

Product Manager - VOC

Job Summary:

Candidate shall ensure that all the feedback coming from internal as well as external customer is looped back in to the process/product to ensure maximum efficiency. S/he shall have the ability to deep-dive,analyse and find out innovative ways to improve the product experience for all the stakeholders i.e. buyer- supplier as well as internal teams.

Candidate shall be leading a 2-5 membered team.

Tasks:

1. Strategize most efficient mechanism to capture Voice of Customer (internal/external) pertaining to usage of the product.

2. Implementation/Tracking/Reporting of Inputs received from stakeholders.

3. Work on top impacting items by deep-diving and identifying root-cause.

4. Coordinate with cross-functional teams to plug the gap in respective process/product.

5. Closely work with technology and other product teams to ensure timely execution.

6. Data analysis and work flow management.

7. Ensuring quality of team operations by regular audits and trainings.

8. Responsible for designing audit and training strategies for multi-location operations.

9. Measurement of KPIs and communication to stakeholders.

10. Regularly visiting outsourced centers as per requirement (4-5 days travel in a month).

Skill Sets:

1. Excellent verbal, written communication and presentation skills.

2. Advanced competency in MS Office especially Excel & PPT.

3. Basic competency in SQL queries.

4. Should understand technology know how.

5. Analytics driven thought-process.

Experience:

1. Proven proficiency in Operations Management (Voice of Customer Operations shall be given preference).

2. Have enabled Operations through technology.