Swiggy Looking for Swiggy – Manager – Customer Experience – Maxx at Bengalur[...]

Swiggy; Bengaluru; On-site; INR 6,00,000 - 10,00,000; Full time

Job summary

An innovative company is seeking a dynamic Operations Manager for its exciting new venture in online shopping. This role involves delivering an exceptional shopping experience, optimizing processes, and addressing customer pain points with creative solutions. You will lead efforts to enhance product quality and improve delivery efficiency, ensuring a delightful experience for consumers. If you thrive in a fast-paced environment and possess a founder's mindset, this opportunity to shape the future of quick commerce is perfect for you. Join a forward-thinking team that values your insights and contributions!

Qualifications

• 3-5+ years of experience in online retail with a focus on customer experience.
• Strong analytical, project management, and communication skills are essential.

Responsibilities

• Own and manage consumer experience to delight shoppers.
• Optimize returns and replacements by addressing root problems.
• Create strategies for customer care and achieve high CSAT scores.

Skills

Online Retail Experience

Problem Solving

Customer Pain Point Identification

Analytical Thinking

Project Management

Communication Skills

Attention to Detail

Ownership Mindset

Job description

Mandate 2: Employees will have the freedom to work remotely all through the year. These employees, who form a large majority, will come together in their base location for a week, once every quarter.

About The Team

Swiggy Maxx, Swiggy’s latest offering is “The Ultimate destination for Online Shopping, delivered in 1 hour and not in days!”. It brings the world of home & family shopping to the consumers with the speed of quick commerce, and takes away the pain of waiting!

Roles & Responsibilities

• The Manager/SM for Operations at Maxx will own and be responsible for delivering best in class experience to the shoppers.
• To own and manage par excellence consumer experience, one that is not just good but a delight to the consumers.
• To reduce concerns around quality of products in collaboration with the Category Team - this should not just be a parity in the industry but a differentiator.
• To reduce delivery and order inefficiencies overall working with the Operations Team.
• To overall optimize Returns and Replacements by going upstream to solve the root of problems in a strategic fashion with empathy for the consumers.
• To create and execute the strategy around customer care and achieve operational excellence as well as best in class CSAT scores for the timeliness and ease of resolution.
• To create the right fraud-detection signals on all sides of the business.

Desired Skills

• 3-5+ years of overall experience, with the subject matter expertise of online retail.
• Demonstrated ability to identify and solve ambiguous problems.
• Identifying customer pain points and inventing new ways to address them.
• Tenacity to develop ideas independently and thrive in a fast-paced start-up environment.
• Proven analytical thinking, project management skills, attention to detail and exceptional organizational skills are essential.
• Excellent verbal and written communication with interpersonal skills.
• Extreme attention to detail and willingness to roll up your sleeves.
• Not waiting for instructions, but showing end to end ownership with a founder mindset.