About Snapmint
Snapmint is India's fastest growing EMI on UPI platform, present in over 2,300+ cities and serving more than 10 million customers. Founded in 2017 by IIT Bombay and ISB alumni, Snapmint is on a mission to unlock affordability for the young mass affluent consumers of India.
We invite you join our core team responsible for scaling business and financial processes as we embark upon our vision to reach 100M consumers in next few years.
Role Overview
This role will own the post-purchase customer journey at Snapmint — from delivery to repayment experience, and issue resolution. The mandate is to build a seamless, high-trust experience that drives Customer NPS, repeat usage, and long-term retention. This is a high-stakes leadership role that sits at the intersection of Delivery Logistics, Customer support and Fintech Servicing.
Key Responsibilities:
- Post-purchase customer journey ownership and logistics
- End-to-End Orchestration: Own the post-purchase lifecycle, from order fulfillment and 3PL delivery to associated purchase loan servicing.
- Logistics Optimization: Drive core metrics (SLA adherence, TAT, cost per shipment, RTO, NPS) and build contingency plans for peak events, disruptions and network shocks
- Fintech Integration: Design seamless repayment and refund workflows that build high customer trust and transparency
- NPS and data strategy
- Customer NPS Ownership: Identify and eliminate structural friction points across the post-purchase journey to drive measurable improvements in customer sentiment
- Operational Efficiency: Use deep-dive analytics to link logistics performance directly to customer retention and repeat usage
- Growth and scalability
- High-Performance Hiring: Recruit and mentor a world-class team capable of managing a 100x surge in transaction volume and loan servicing requests
- Cross-Functional Leadership: Partner with Product, Collections, and Merchant Ops to align team goals with company-wide P&L and growth targets
What we are looking for:
- 10+ Years of Operations Experience: Battle-tested leadership in E-commerce, Logistics, or Supply Chain
- Talent Magnet: A proven track record of hiring and developing top-tier talent in fast-paced, high-growth environments
- Strategic & Hands-on: Ability to design the big picture strategy while being comfortable diving into the details of a 3PL contract or a repayment flow
