Senior Associate - Process Excellence ( F&E )

Job Description

About the role The Senior Associate/ Assistant 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: 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 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. What you will need: 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.