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Job Title: Manager/Senior Manager, Seller Experience - Fulfilled by Flipkart Team: Flipkart Marketplace Location: Bangalore, India Education: MBA from Tier 1 or Tier 2 College About Flipkart Flipkart is India’s leading e-commerce marketplace and one of the country's most iconic brands. Started in 2007, Flipkart has enabled millions of sellers, merchants, and small businesses to participate in India's digital commerce revolution. Flipkart is known for pioneering services such as Cash on Delivery, No Cost EMI, and easy returns – innovations that have made online shopping more accessible and affordable for millions of Indians. About the Team: Fulfilled by Flipkart (FBF) The "Fulfilled By Flipkart"(FBF) team is at the core of our promise to deliver a seamless and superior experience to both our sellers and customers. FBF is a flagship fulfilment service, where sellers store their products in our state-of-the-art fulfilment centres, and we take care of the rest – from storage and packaging to shipping and customer service. This channel is a critical pillar of our growth, and we are committed to making it the most trusted and efficient fulfilment solution for our seller partners. About the Role We are looking for a passionate and driven leader to own the Seller Experience for the Fulfilled by Flipkart (FBF) channel. In this high-impact role, you will be the ultimate champion for our sellers, responsible for making the FBF experience so exceptional that it becomes the default choice for every seller on our platform. There will aligned TAT for each Seller touch points and expectation will be adhering to the promised timeline to ensure there is no Working Capital Impact for Sellers. You will be at the intersection of strategy, operations, product, and analytics, working with a wide range of stakeholders to identify pain points, drive structural improvements, and fuel the growth of the FBF program. Your primary goal will be to elevate the seller experience, measured directly by improvements in Seller NPS and our internal experience scores. Key Responsibilities 1. Own Seller Experience & Satisfaction: ○ Be the voice of the FBF seller. Deeply understand their journey, identify friction points, and systematically address them. ○ Define, track, and own the key seller experience metrics, including Seller Net Promoter Score (NPS) and other internal experience indices. ○ Develop and execute a strategic roadmap to deliver a best-in-class seller experience. 2. Drive Operational Excellence: ○ Oversee and ensure adherence to all operational processes and Standard Operating Procedures (SOPs). ○ Guarantee that all seller-related operations are completed within the defined Turnaround Times (TATs), ensuring reliability and predictability for our sellers. ○ Implement rigorous monitoring mechanisms to proactively identify and resolve operational bottlenecks. 3. Cross-Functional Problem Solving: ○ Collaborate closely with various business categories (e.g., Electronics, Fashion, Home) to understand their unique challenges within the FBF ecosystem. ○ Lead the design and implementation of structural, long-term solutions that may involve SOP refinements, product feature enhancements, or new operational workflows. 4. Strategic Growth & Program Management: ○ Develop and execute strategies to drive the adoption and growth of the FBF channel. ○ Build a flywheel effect where a superior seller experience leads to greater seller participation, wider selection, and faster growth. ○ Act as the central anchor and Single Point of Contact (SPOC) for the FBF seller experience program. 5. Stakeholder Management & Communication: ○ Effectively manage relationships with a diverse set of internal stakeholders, including category leaders, operations heads, product managers, engineers, and senior leadership. ○ Provide regular, clear, and concise updates on the progress, challenges, and growth of the FBF seller experience charter. 6. Data-Driven Governance & Reporting: ○ Build, maintain, and report on a comprehensive set of Key Performance Indicators (KPIs) for various teams and leadership. ○ Establish yourself as the central source of truth for all FBF seller experience data and insights, enabling data-driven decision-making across the organization. What are we Looking For: ● Experience: 5-8 years of experience in program management, strategy, or operations, preferably in the e-commerce, supply chain, or tech industry. An MBA from a premier institution is highly preferred. ● Customer-First Mindset: A genuine obsession with improving the customer (in this case, seller) experience. ● Strong Ownership: A proactive, self-starter attitude with the ability to manage complex projects with high levels of autonomy. ● Stakeholder Management: Proven ability to influence and align cross-functional teams and senior leadership without direct authority. ● Analytical Rigor: Excellent analytical and problem-solving skills. Comfortable with data and able to derive actionable insights to guide strategy. ● Operational Acumen: A solid understanding of operational processes, SOPs, and performance metrics. ● Exceptional Communication: Strong verbal and written communication skills, with the ability to articulate complex issues and solutions clearly and concisely. ● People Manager: Person has a experience of managing the team and focusing on scaling up the people. If you are passionate about building world-class experiences and want to make a tangible impact on thousands of businesses, we would love to hear from you. Show more Show less
