Senior Manager - Process Design - Customer & Partner Experience

Senior Manager - Process Design - Customer & Partner Experience | Let's Transport

Job Overview :

This role calls for an individual who can own all aspects of the customer and partner journey; manage performance, measure, analyze & then drive initiatives necessary to improve it. This position offers a broad exposure to various business, financial, and technical teams within Lets Transport.

Operations Design team is responsible for designing solutions for operations verticals in order to drive future capabilities for bringing in cost, speed, reliability and efficiency. The team engages in thinking futuristic, game-changing and out-of-the box solutions that may not have been tried and carry a measured risk. The ever-changing logistics landscape assures the candidate a great experience in solving challenging supply chain problems.

Responsibilities :

- Work closely with the Head of Operations Design towards creating best possible experience for our partners and customers

- Understand the entire partner and customer experience flows

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

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

- Define, design and launch pilot projects to verify the applicability of the suggested improvements

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

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

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

Success Criterion :

- Improvement of NPS by of both the partners and customers

- Complete execution (ideation to handover) of at least 4 step jump projects in a year (each of timeline 6-9 months)

- Improve Partner and customer retention on the platform

Qualifications and Experience :

Experience :

- 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 is a positive

Desirable Skills :

- Deep analytical thinking and problem-solving abilities

- Research mindset - Deep diving into understanding relevant topics

- Strong Data and Analytics capabilities - Well versed in end-to-end data and analytics: mining and extracting, cleansing and formatting, structuring and analysing, and garnering information and insights

- Product mindset and problem solving ability

- Ability to look at the big picture while solutioning