About the Team

Being part of Meesho's Fulfillment and Experience (F&E) team as Assistant Manager will zip you

to the cockpit of our ever-burgeoning rocketship. And, youll shape the experience of Bharats

next billion e-commerce users. Were an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics.

At Meesho, were trying to do what's never been done before herald e-commerce into the

tier-2, tier-3 cities of India.

Our teams role in this ambitious mission is to reimagine logistics from the ground up completely. This means a host of "zero-to-one" projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally.

We focus on personal growth and fun at work just as much as we do on working hard. That is

why, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely

rewards and recognitions.

About the Role:

As Assistant Manager - F&E, you'll build robust and reliable cost operations in F&E. And, youll

achieve it by forging strong collaborations with the Business and Data teams.

Youll work closely with Operations and Biz Fin in cost operations and reconciliation charters in

order to make a robust and reliable supply chain. To this end, youll own key initiatives and

impactful projects to revamp the our cost operations Your guiding question in this role will be is Meesho the preferred channel of e-commerce for all our customers, small entrepreneurs and users?.

Youll answer this question every day through user-centric, cost-effective designs and processes. Youll also own the Cost, Loss and Reconciliation (COD and Shipment) for Fulfillment and Experience in your charter.

What you will do

• Consult with business partners and stakeholders across India to determine the most effective monitoring strategy
• Identify the gaps in expected levels of performance
• Plan the manpower to cater to Incoming ticket volume
• Track and monitor performance towards key metrics (e.g., CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging)
• Implement improvement strategies and track them till the set goals are met
• Schedule and oversee governance meetings with all partners on performance, process, and quality metrics review
• Provide regular and timely updates along with tracking action plans
• Coordinate with relevant teams to solve problems faced by the outsourced partners and by the end customers
• Perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
• Manage reporting, MIS, tracking and database management of all LMS-related activities
• Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals
• Monitor activities performed by the team and direct individuals in case of any discrepancies
• Set up expectations with the team and drive team KPIs along with your individual targets

• Oversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teams

What you will need

• Bachelors degree in any discipline
• Minimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO)
• Knowledge of contact centre metrics
• Knowledge of Ticketing Tools/CRMs i.e., Freshdesk, Zendesk, Kapture, etc.
• Knowledge of Excel, Google Sheets and Slides
• Experience in managing large and diverse teams across multiple sites in a fast-paced environment
• Proven ability to deal with rapid change and ambiguity
• Proven track record of defining and driving initiatives with minimal supervision
• Expertise in multi-front stakeholder management
• Flexible to work on weekends and holidays with complete ownership of the process