Senior Manager- Process Exellence

About the Team

Being part of Meesho's Fulfillment and Experience (F&E) team as Senior Manager will zip you to the cockpit of our ever-burgeoning rocketship and, you’ll shape the experience of Bharat’s next billion e-commerce users. We’re 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 to ensure the best possible user and seller experience. At Meesho, we are on a mission to achieve what has never been done before – introducing e-commerce to the tier-2 and tier-3 cities of India. Our team's crucial contribution to this ambitious endeavor involves completely reimagining fulfillment from the ground up. This translates into a multitude of "zero-to-one" projects, offering opportunities for those willing to seize them. Our focus is on constructing a supply chain and user experience that reshapes the landscape of e-commerce. Simultaneously, we are unwavering in our commitment to introducing best-in-class processes and policies, coupled with a steadfast dedication to continuous innovation. The ultimate goal is to consistently deliver excellence in both User and Seller experiences. Emphasizing personal growth and enjoyment at work is integral to our culture, just as much as our dedication to hard work. We foster this through regular one-on-one virtual meetings, engaging monthly all-team catch-ups, and timely recognition and rewards. Join us in this exciting journey where innovation meets personal and professional development!

About the role

The Senior Manager – Quality, Training, Process Excellence, and Escalations will play a critical role in overseeing the optimization of customer and seller support processes, ensuring the highest standards of service quality, and driving operational excellence across the organization. This position will lead initiatives to improve training, enhance quality assurance practices, manage complex escalations, and leverage Gen AI technologies to innovate and streamline support operations. The ideal candidate will have a proven track record in process optimization, exceptional leadership skills, and a passion for adopting new technologies to improve service delivery.

What you will do

• Strategic Leadership in Quality & Operational Excellence: Define and drive the long-term strategy for quality assurance (QA) and operational excellence within customer and seller support teams, aligning with broader business objectives. Lead cross-functional initiatives to streamline and optimize support processes, applying advanced technologies such as Gen AI to drive automation, predictive analytics, and continuous process improvement. Develop a robust framework for collecting and analyzing support data, turning insights into actionable strategies for process optimization and improved customer/seller experiences.
• Transformational Training & Development Strategy: 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 personalize 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.

What you will need

• MBA from premium college coupled with over 5 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

About us 

Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.

Our Mission

Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

Culture and Total Rewards

Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles. 

We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

Know more about Meesho here : https://www.meesho.io/