Manager - Program Management - Customer Escalation & Resolution Team - eCommerce/Retail

We are looking for someone who is having experience in details mentioned below

Role description

- Advocate on behalf of the customer and client excellence, during all business engagements to ensure a consistent high-bar of excellence.

- Drive appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.

- Manage stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.

- Partner to implement business launches and solutions to enable automated tools and applications for self-service

- Monitor metrics and thresholds and deep dive to address issues immediately.

QUALIFICATIONS

1.Should have a Master's in Business Administration from a reputed institution.

2. Should have at least 6-8 years of experience working across Operations, e-commerce or retail.

3. Should have managed a team of Leads & Associates / Sr. Associates across various levels for at least 3-4 years.

4. Proficiency in Excel, database applications and other analysis tools.

5. Ability to communicate and work with a wide range of groups, including Technology, Product Management and client service is a must.

6. Must be comfortable working in cross-functional teams, where immediate constituencies include the product, marketing business managers, as well as Retail product line managers.

7. Ability to carry out complex analyses, synthesize data with superior attention to detail and provide policy & process improvements.

8. Experience with translating business requirements into operational processes and a demonstrated history of solving multiple and complex operational and customer facing challenges.