Senior Manager - D2C & Warranty Operations

Senior Manager-D2C & Warranty Operations

1. Driving end-to-end strategic and operational projects to improve customer experience for post sales service and operations. The projects will span across tech product development and driving operational excellence for Direct-to-consumer business and warranty

2. Rigorous data analytics combined with primary/secondary research to draw insights and design the project path in accordance with the same

3. Build the right dashboards and enhance data visibility to enable efficient decision making for projects under supervision

4. Build effective partnerships with existing and new 3rd party stakeholders - Drive performance improvement outcomes (on the CX and cost front) with the partners through regular process cadence, KPI monitoring and appropriate quality controls

5. Implement tools and processes to guide the partners and extract the maximum ROI from the partnerships

6. Onboarding new partners with an eye on both quality and cost

7. Design inventory planning and monitoring models to ensure >99% inventory service levels in door-to-door warranty claims

8. Planning manpower and processes to handle service volume spikes during the sale and festive periods ensuring top CX levels at that time

9. Enabling and implementing robust feedback loops to various operational and business teams for product and process improvement

10. Working closely with the CRM/ CXM platform and technology vendors to highlight and implement state-of-the-art tools

Qualifications & Skill requirements :

1. Preferably MBA from Tier I/II colleges

2. Minimum 2 years of experience in consulting/ startups. Candidates who have worked in operations/ customer service in the past will be preferred

3. Experience in setting processes and driving operational improvement

4. Experience in managing senior stakeholders (SVPs/ CXOs)

5. Good communication and presentation skills - Polished to present to senior leadership and have fruitful discussions with them