Senior Manager - Process Design - Customer & Partner Experience

Work with a new-age, reliable logistics platform aiming to disrupt on-time delivery with ultimate efficiency! Read more.

Our client is a leading intra-city delivery solutions provider, that focuses on sorting out the largely unorganised logistics space in the country. It is also an aggregator of inter-city mini trucks and large transport vehicles for the Retail, Ecommerce and FMCG sectors. Their app is a platform used by their clients and truck owners, providing GPS enable vehicles, 24X7 support, economical pricing and multi-capacity loaders. Truckers can use their location and choose their transport jobs, while the companies get to pick the drivers as per their ratings.

With a fleet of over 44000 trucks and clients like Britannia, Bisleri, Amazon, Flipkart, Metro CashnCarry, Gati, Delhivery and more, the 5-year old platform has raised over $20Mn across multiple funding rounds. Founded and led by IIT-KG alumni, the company has operations in major cities across the country and looking to make inroads in other sectors and verticals.

As a Sr. Manager Process Design(Customer and Partner Experience), you will be responsible for all aspects of the customer and partner journey, managing performance, measuring, analysing and then driving initiatives necessary to improve it. This position offers a broad exposure to various business, financial and technical teams within the company.

What you will do:

- Working closely with the Head of Operations Design towards creating best possible experience for company's partners and customers

- Understanding the entire partner and customer experience flows

- Effectively balancing long term and short-term projects to ensure optimal utilization of resources and effective delivery of results

- Coming up with game-changing improvements in partner and customer experience

- Defining, designing and launching pilot projects to verify the applicability of the suggested improvements

- Interacting with multiple stakeholders from different functions for implementation of the suggested improvements

- Formulating strategy, journey and concept design, qualitative research and partnering on implementation

- Developing a culture of continuous improvement and step changes within team and across cross-functional teams that helps to optimize customer and partner experiences at all touchpoints

Candidate Profile:

What you need to have:

- MBA/ engineering from premier Institutions

- 4-7 years experience with at least 3 years in areas relevant to operations or operations design (for Pre MBA profiles)

- 2-4 years experience with at least 1 year in areas relevant to operations or operations design (for MBA profiles)

- Experience in working on marketplace/ blue-collared mobile products

- Deep analytical thinking and problem-solving abilities

- Research mindset - Deep diving into understanding relevant topics

- Strong data and analytics capabilities

- Product mindset and problem-solving ability

- Ability to look at the big picture while solutioning