Associate Director- Post Purchase

Bangalore

About Flipkart

Flipkart is committed to the cause of transforming commerce in India through our investments in

made-in-India technology innovations, customer-centric features and constructs, a diverse category

landscape and a world-class supply chain. With a customer base of over 350 million, product coverage of

over 150 million across 80+ categories, focus on generating direct and indirect employment and a

commitment to empowering generations of entrepreneurs and MSMEs and a sustainable growth strategy

– Flipkart is maximising for our customers, stakeholders, and the planet at large!

Flipkart is a part of the Walmart-owned Flipkart Group, which also includes group companies Flipkart

Health+, Myntra, and Cleartrip. The Group is also a majority shareholder in PhonePe, one of the leading

Payments Apps in India.

About the Role

It is a Experience Head role for Large Business unit where the ideal candidate would be managing the entire

post-purchase experience and service operations for the BU

About the team

The role is part of the Revenue, Growth and Marketing team (central) under Large business unit.

You are responsible for:

Customer experience Design

Event and BAU planning

Design for optimal SLA levels

Installation and service management and control design

Installation and service operations

Manage and deliver on the speed and service SLA targets as per AOP

Strategic roadmap and growth levers

Serviceability and Buyability

Returns experience policy and design

Analytics

Interpret data, analyze results using statistical techniques

Identify, analyze, and interpret trends or patterns in complex data sets

Work with management to prioritize business needs

Locate and define new process improvement opportunities

Growth Projects

Improve Cost of Doing business for the BU

Returns Management (Improve cost of returns)

Trust Programs for the BU

To succeed in this role, you should have the following:

Educational background – Graduation, MBA is preferred

Knowledge of Retail, Ecommerce

Experience of working in retail operations and planning

Ability to translate strategies into execution plans and take them to completion

Strong analytical & problem solving skills, data driven decision making

Excellent verbal and written communication with interpersonal skills

Strong understanding of technology, customer experience, service ecosystem and business

Good stakeholder management

Why work with us

At Flipkart, we promise to maximize what you care about the most. You'll get an opportunity to leave a

mark and create your own legacy, you'll have freedom to experiment, learn and grow, you'll get to work

with the best in our inclusive teams and experience our culture of care to ensure that you can focus on

doing your best work.

Every Flipster is a Maximiser - Curious, Audacious, Entrepreneurial, Purpose-Driven, Excited By Big

Challenges, A Team Player and Inclusive. If this is who you are, then Flipkart is the place where you can

thrive.

We understand that your own aspirations and journeys are unique. So you choose what you want to

maximise, and we provide you the platform for it. Because when you maximise, we maximise.

Visit our career site to know more about what it means to work at Flipkart.

Associate Director - Post Purchase