Senior Manager - Service Excellence - eCommerce

Job Title - Senior Manager- Service Excellence

Location - Bangalore

Job Description

- Prime responsibility is to drive Service Excellence within Seller Experience Team.

- Team responsibilities include the following (but not limited to)

Analyze reports and provide insights on seller experience metrics

Drive and Lead process improvement projects

Plan and devise mechanism for proactive/ reactive communication with sellers on both transactional and non-transactional aspects of business

Loop-in the feedback from Sellers or Internal teams in an effort to build long-term, scalable processes

- Act as a point of contact for all seller communication requirements and allocate work. Interlock with Product teams in improving support to sellers

- Work closely with cross functional teams within Marketplace to deliver on business goals.

- Think through business requirements and translate into SOPs.

- Ensuring process adherence & compliance and resource planning.

- Effective Communication Ability to communicate with internal teams and convert into actionable items

- Ability to lead and motivate team. Act as a Subject Matter Expert for all product issues.

- Build Seller Experience Team as the best support team across all Marketplaces

- Own, Plan & Conduct Performance reviews & appraisals for the team

Key Skills:

- Overall experience 7-10 years, with minimum 4-5 years experience of leading process improvement initiatives/ projects at a Leadership role

- Six-sigma Black Belt/ Master Black Belt/ Lean Certified and strong hands-on Experience

- Strong communication and interpersonal/ influencing skills

- Team management

- Project Management experience or PMP certified, preferred.