Assistant Manager - Seller Support Operations

Bill Gosling; Agra District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Flipkart is seeking a seasoned First Mile Operations professional to drive efficiency and bridge gaps between seller expectations and hub execution. The role focuses on identifying why pickups fail and ensuring issues are resolved before sellers reach out.

You will visit pickup hubs daily, coordinate with teams, and proactively resolve ground-level problems to reduce seller support contacts while enforcing SLAs. A 6-day work week in a fast-paced environment is required.

Qualifications

• 5+ years of experience in First Mile / Logistics / E-commerce Operations.
• Willingness to work a 6-day week in a high-intensity environment.
• Proficiency with Excel and dashboards to identify hub failures and root causes.
• Local language proficiency for ground staff and vendors.
• Strong influencing skills without formal authority.

Responsibilities

• Hub Performance Intervention: visit/m coordinate with pickup hubs to identify un-attempted or failed pickups.
• Tactical Problem Solving: resolve on-ground issues to prevent failures.
• Contact Deflection: analyze seller contact queue and implement fixes to reduce tickets.
• SLA Enforcement: ensure shipments marked for pickup are processed within the designated window.

Skills

Analytical skills

Dashboards

Excel proficiency

Tools

Excel

Job description

Job Description

1. Role Summary

-You will be the primary driver of First Mile efficiency. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us.

2. Key Responsibilities

• Hub Performance Intervention: Visit and coordinate with pickup hubs daily to identify "un-attempted" or "failed" pickups.
• Tactical Problem Solving: Resolve ground-level
• Contact Deflection: Proactively analyze the "Seller Contact" queue. Identify the top 5 reasons sellers are calling and implement ground-level fixes to stop those contacts at the source.
• SLA Enforcement: Ensure that every shipment marked for pickup is processed within the designated window, preventing any "aging" of orders.

3. Performance Scorecard (Quarterly Evaluation)-

Your success is measured by the movement of these three metrics:

• Metric Goal
• Contact Reduction Decrease the % seller support tickets
• Repeat Contacts Ensure sellers don't contact repeatedly in a week/month for the same issue
• Pickup Pendency Ageing Ensure no pickups in the designated hubs have ageing of more than 2 days at any time

4. Candidate Requirements

• Experience: 5+ years of experience in First Mile operations (preferably in E-commerce, Food-tech, or Courier Express).
• Execution Focus: Proven ability to work a 6-day week in a high-intensity environment.
• Analytical Skills: Ability to use Excel/Dashboards to identify which specific hubs are failing and why.
• Local Language: Proficiency in the local language of the region is highly preferred to manage ground staff and vendors effectively.
• Soft Skills: Ability to influence without authority is highly desired.

Additional Details

Work Schedule: 6 Days per Week (On-field/Hub-based as required)

Reporting To: Senior Manager – Seller Experience (Flipkart HQ)

Experience Required: 5+ Years in First Mile / Logistics / E-commerce Operations