Senior Associate/ Assistant Manager
- Meesho
- 4 - 5 years
- Bengaluru
- 3 months ago
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Job Description
- Architect a forward-looking training strategy that anticipates future business needs, technology integration, and evolving customer expectations, ensuring support teams are equipped with the skills to deliver exceptional service. Develop and nurture a learning culture across customer and seller support, driving continuous skill development through innovative training programs and performance management systems that foster career growth.
- Strategic Escalation Management Cross-Functional Alignment
- Take ownership of high-impact escalations, driving root cause analysis and corrective action plans that not only resolve issues but also prevent recurrence at a systemic level. Partner with product, engineering, and other cross-functional teams to develop proactive solutions to recurring issues, ensuring alignment between support and product/service teams to improve long-term customer and seller satisfaction.
- Change Management Technology Leadership
- Lead the adoption of innovative technologies (including Gen AI) within support functions to improve efficiency, enhance decision-making, and personalise customer/seller interactions at scale. Drive the successful implementation of change management initiatives, ensuring smooth integration of new technologies, processes, and training within the broader operational ecosystem.
- Evaluate emerging trends and technologies, making data-driven recommendations for future investments in support tools and systems that will differentiate the organization in the marketplace.
- Key Success Metrics
- Measurable improvements in Customer and Seller satisfaction (e.g.,CeS, NPS).Enhanced operational efficiency (e.g., reduced handling time, increased automation in support processes).Successful integration of new technologies that drive innovation and process optimization.
- UG/PG from premium institutes coupled with over 2 years of hands-on experience in start-ups, consumer internet companies, management consulting, or operations.
- Demonstrate a robust data-driven mindset, adept at solving complex problems through analytical approaches.
- Exhibit a proven capability to articulate informed perspectives on business implications and strategies.
- Showcase a track record of successfully defining and executing initiatives with minimal supervision, reflecting a commitment to extreme ownership.
- Display expertise in managing multiple stakeholders across various fronts, showcasing adaptability in fast-paced environments.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: MeeshoLocation(s): Bengaluru
Keyskills: Supply chain Change management Automation Manager Quality Assurance Operational excellence Performance management Analytical Service quality Operations Analytics
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Meesho Meesho is building a disruptive social distribution channel via social sellers selling on WhatsApp, Facebook and other social channels. Meesho has so far enabled 10,00,000+ social sellers across 500+ towns to start and grow their online business, with tools around sourcing, logistics and ...
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