Vice President - Operations Excellence - Tech enabled Logistics Firm

Position - VP, Seller Excellence

Location - Delhi

Reporting to - Chief Operating Officer (COO)

Role Fit

We are enabling thousands of D2C brands and SMB sellers by building best in class post checkout experience for their customers. We are constantly expanding our product offering for our seller partners and are fast becoming the core engine which is powering the D2C ecosystem.

We are looking at a leader to lead the seller experience function. The seller excellence function acts as a critical bridge in the organization between the operations and account management teams with a key objective to improve seller experience. The function owns building processes and their implementation charter to address key logistical operational challenges like NDR, RTO, Weight, Delivery.

We are looking for an individual with 10-15 years experience, from a Tier 1 B school, with 4-5 years experience in Operations/e-commerce.

Key Responsibilities

The leader in this role will be responsible for 5 distinct verticals

Process Excellence to improve Seller experience

1) Lead a team of program managers to innovate and build processes around typical challenges faced in ecommerce logistics. (NDR, RTO, Weight, Pick up)

2) Work with Tech and product teams, operations team and account management team to design, execute and adopt the process improvements plans

3) Identify new verticals of process improvement as inputs to improve seller experience and improve NPS score.

4) Work closely with courier partners to co-create innovations which can help improve seller experience on the platform Strategic Account Management Practices

1) Design and own account segmentation basis different attribute (volume, type, Quality, region) and downstream processes linked to this segmentation and drive the execution

2) Design and own a set of central processes around account management like Tier mapping of accounts, tier movement, Bandwidth, KAM upskilling, Target setting, Incentive structure design Seller Performance

3) Build and scale a central analytics team to offer analytics as a service for Big sellers to help them drive performance improvement leveraging millions of transaction data the company has.

4) Running the JBP (joint business planning) with top sellers with the account management team and regular performance reviews against the plan

Insights around Performance:

1) Generating insights from existing transaction data as input into what should be prioritized/needs attention in the Monthly/Quarterly business planning cycle

Voice of Seller

5) Be the torchbearer of bringing the input and feedback of the seller ecosystem into the organization by building mechanisms like Seller community, Voice of Seller etc. Thing BIG of future capabilities 1) Think Big and envision the capabilities which the business should/needs to build to be competitive and delight customers over the next 6-12 months, and work with Tech/product/ops and account management to scope those out and subsequently build those into the OKR.

Work Experience

- 10-15 years of experience.

- 4-5 years experience in ecommerce operations

- Tier 1 B school

- Prior consultancy experience of process excellence preferred.

Skill Set

- Prior experience of program management and driving process excellence in a function/organization.

- Ability to lead a team of of program managers to solve key business problems by setting up processes and SOPs across different departments.

- In depth knowledge of the eCommerce logistics and challenges faced around the same

- Experience in working with large eCommerce where he/she has managed scale is preferred

- Strong analytical and problem- solving skills paired with the ability to develop creative and efficient solutions

- Prior experience of working with Technology and product teams to build scalable solutions for process execution

THE PERSON

Position - Seller Excellence

- Excellent stakeholder management (given the profile of the role) which requires working across operations, account management, tech and product to be able to drive process changes