Assistant Manager

Assistant Manager

Assistant Manager

Assistant Manager

url to apply-

Flipkart Internet Private Limited4.2(2718 Reviews)

Company Logo

3 - 8 years

Not Disclosed


Job description

Roles and Responsibilities

About the team

Customer Experience Design & Strategy team at Flipkart is looking for an Assistant Manager to help champion customer experience improvement across the organization. Our vision lies in the fact that all happy flows should never need any interaction and all unhappy flows need to be resolvable with zero multiple interactions.

What you’ll do:

  • Analyze business problems faced by the customer and suggest solutions for the problem. Ability to go into details, and extract very specific details regarding functional requirements.
  • Process Setup and Re-design: Lead Process Excellence Initiatives on certain L0/L1 metrics and designing new processes and re-engineer existing ones at journey node / Business Unit level with the relevant design leads
  • Set metrics to build a governance mechanism to ensure process compliance at all nodes
  • Identify leak points and work on building systemic solutions: Test & re-test points of failure for scale-up. Build systemic interventions and solutions with the team to arrest the gaps
  • Cross-Functional Programs: Collaborate with key stakeholders across the organization to track and report progress against targets for various customer-facing initiatives
  • Ensuring that the reporting line is trained and developed for next-level roles and critical line items for performance improvement
  • Must be a go-getter, hustler and problem solver; Attention to detail and can work on tight timelines; Can juggle between tasks without losing sight of the highest priority items


What you’ll need:

  • 3+ Years of experience in a data-driven and problem-solving role
  • Contact Center Experience is a plus
  • Data Visualization, Advanced Excel, Ability to both understand and explain technical information in a procedural fashion
  • Teamwork: Able and excited to work alongside process owners, technical resources, and Design Leadership
  • Experience in SQL / R, Process Mapping, CX, Lean / Six Sigma Certified [Good to Have]

Skills Required : Strong data analytical, logical reasoning skills, Ample demonstration of customer-centric mindset in previous role

Desirable Skills : Experience in SQL / R, Process Mapping, CX, Lean / Six Sigma Certified

Years of Experience : Above 3 Years

RoleQuality Assurance/Quality Control Manager

Industry TypeRetail, Wholesale

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent

Role CategoryQuality


UG :Any Graduate in Any Specialization

PG :Any Postgraduate in Any Specialization

Doctorate :Doctorate Not Required

Key Skills

LeadershipGo GetterPerformance ImprovementSix Sigma CertifiedProcess MappingProcess ComplianceProcess ExcellenceAdvanced ExcelLean Six SigmaExperience Design