- Process re-engineering on high pain post purchase journeys centered around Myntra s Marketplace business to reduce customer pain (Experience recovery around wrong product deliveries, faster speed of resolutions, etc)
- Reduction of contact centre interactions and repeat interactions.
- Managing communication across customer touchpoints around orders, returns and disputes - identification of right channel by customer cohort and tonality of message.
- Building / enhancing existing self-serve channels for capturing customer grievances and redressal mechanisms.
- Propose designs solutions for the focus areas and program manage multiple long-term projects and support on case building.
- Work closely with various Tech and Operation stakeholders for program management of key initiatives.
- Design and drive market research and field visits to obtain customer first insights.
Must Have Competencies
- A graduate degree with minimum work experience of 1-2 years in Program Management.
- Building impactful narrative insights from the data, identify areas of concern for improvement and ability to prioritize issues and build initiatives.
- Ability to have a broad-based approach to build cases for initiatives looking at customer, cost, revenue impact and ability to execute in collaboration with stakeholders.
- Demonstrated ability to work autonomously in a highly demanding environment.
- Strong attention to detail and an ability to step back and think holistically.
- Strong cross-functional collaboration capability and business acumen
- Strong excel skills for structuring and modelling data, insight generation and case builds.
- Good presentation and storytelling ability to convert insights into a coherent narrative.
- High degree of ownership, stakeholder management and bias for action
- Proficiency in Python and SQL. Good knowledge of data manipulation language such as SQL to design, review, optimize and troubleshoot data manipulation (SQL) processes comfortably.
Good to Have Competencies
- Understanding and working knowledge for Statistics, Regression, Decision Tree and NLP.
