Being part of Meesho's Fulfillment and Experience (F&E) team as Assistant Manager will zip you
to the cockpit of our ever-burgeoning rocketship. And, youll shape the experience of Bharats
next billion e-commerce users. Were an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics.
At Meesho, were trying to do what's never been done before herald e-commerce into the
tier-2, tier-3 cities of India.
Our teams role in this ambitious mission is to reimagine logistics from the ground up completely. This means a host of "zero-to-one" projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally.
We focus on personal growth and fun at work just as much as we do on working hard. That is
why, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely
rewards and recognitions.
About the Role:
As Assistant Manager - F&E, you'll build robust and reliable cost operations in F&E. And, youll
achieve it by forging strong collaborations with the Business and Data teams.
Youll work closely with Operations and Biz Fin in cost operations and reconciliation charters in
order to make a robust and reliable supply chain. To this end, youll own key initiatives and
impactful projects to revamp the our cost operations Your guiding question in this role will be is Meesho the preferred channel of e-commerce for all our customers, small entrepreneurs and users?.
Youll answer this question every day through user-centric, cost-effective designs and processes. Youll also own the Cost, Loss and Reconciliation (COD and Shipment) for Fulfillment and Experience in your charter.
What you will do
Consult with business partners and stakeholders across India to determine the most effective monitoring strategy
Identify the gaps in expected levels of performance
Plan the manpower to cater to Incoming ticket volume
Track and monitor performance towards key metrics (e.g., CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging)
Implement improvement strategies and track them till the set goals are met
Schedule and oversee governance meetings with all partners on performance, process, and quality metrics review
Provide regular and timely updates along with tracking action plans
Coordinate with relevant teams to solve problems faced by the outsourced partners and by the end customers
Perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Manage reporting, MIS, tracking and database management of all LMS-related activities
Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals
Monitor activities performed by the team and direct individuals in case of any discrepancies
Set up expectations with the team and drive team KPIs along with your individual targets
Oversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teams
What you will need
Bachelors degree in any discipline
Minimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO)
Knowledge of contact centre metrics
Knowledge of Ticketing Tools/CRMs i.e., Freshdesk, Zendesk, Kapture, etc.
Knowledge of Excel, Google Sheets and Slides
Experience in managing large and diverse teams across multiple sites in a fast-paced environment
Proven ability to deal with rapid change and ambiguity
Proven track record of defining and driving initiatives with minimal supervision
Expertise in multi-front stakeholder management
Flexible to work on weekends and holidays with complete ownership of the process
Meesho is Indias fastest growing e-commerce company. We started in 2015 with the idea of
helping mom & pop stores to sell online. Today, 5% of Indian households shop with us on any
given day. We’ve helped over 15 million individual entrepreneurs start online businesses with
zero investment. We’re democratising internet commerce by offering sellers a 0% commission
model on our platform — a first for India. We aim to become the e-commerce destination for
Bharat.
We’re currently valued at $4.9 billion, with marquee investors supporting our vision. Some of
them include Sequoia Capital, Softbank, Fidelity, Prosus Ventures, Facebook and Elevation
Capital. We were also featured in Y Combinator’s 2021 Top Companies List and were the only
Indian startup to make it to Fast Company’s The World’s 50 Most Innovative Companies in 2020.
We ranked 6th in Linkedin’s Top Startups List 2021. Our strongest asset is our people. We have
gender-neutral and inclusive policies to promote our people-first culture. Please check out
meesho careers for our openings.
Our Mission
Democratize internet commerce for everyone.
Our Vision
Enable 100 million small businesses in India to succeed onlin
Company Info
Helios Business Park Tower E, 3rd, 4th, 5th Floor, Block E, No.150, Marathahalli – Sarjapur Outer Ring Road, Kadubeesanahalli, BANGALORE, Karnataka, India
Being part of Meesho's Fulfillment and Experience (F&E) team as Assistant Manager will zip you
to the cockpit of our ever-burgeoning rocketship. And, youll shape the experience of Bharats
next billion e-commerce users. Were an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and
responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics.
At Meesho, were trying to do what's never been done before herald e-commerce into the
tier-2, tier-3 cities of India.
Our teams role in this ambitious mission is to reimagine logistics from the ground up completely. This means a host of "zero-to-one" projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally.
We focus on personal growth and fun at work just as much as we do on working hard. That is
why, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely
rewards and recognitions.
About the Role:
As Assistant Manager - F&E, you'll build robust and reliable cost operations in F&E. And, youll
achieve it by forging strong collaborations with the Business and Data teams.
Youll work closely with Operations and Biz Fin in cost operations and reconciliation charters in
order to make a robust and reliable supply chain. To this end, youll own key initiatives and
impactful projects to revamp the our cost operations Your guiding question in this role will be is Meesho the preferred channel of e-commerce for all our customers, small entrepreneurs and users?.
Youll answer this question every day through user-centric, cost-effective designs and processes. Youll also own the Cost, Loss and Reconciliation (COD and Shipment) for Fulfillment and Experience in your charter.
What you will do
Consult with business partners and stakeholders across India to determine the most effective monitoring strategy
Identify the gaps in expected levels of performance
Plan the manpower to cater to Incoming ticket volume
Track and monitor performance towards key metrics (e.g., CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging)
Implement improvement strategies and track them till the set goals are met
Schedule and oversee governance meetings with all partners on performance, process, and quality metrics review
Provide regular and timely updates along with tracking action plans
Coordinate with relevant teams to solve problems faced by the outsourced partners and by the end customers
Perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Manage reporting, MIS, tracking and database management of all LMS-related activities
Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals
Monitor activities performed by the team and direct individuals in case of any discrepancies
Set up expectations with the team and drive team KPIs along with your individual targets
Oversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teams
What you will need
Bachelors degree in any discipline
Minimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO)
Knowledge of contact centre metrics
Knowledge of Ticketing Tools/CRMs i.e., Freshdesk, Zendesk, Kapture, etc.
Knowledge of Excel, Google Sheets and Slides
Experience in managing large and diverse teams across multiple sites in a fast-paced environment
Proven ability to deal with rapid change and ambiguity
Proven track record of defining and driving initiatives with minimal supervision
Expertise in multi-front stakeholder management
Flexible to work on weekends and holidays with complete ownership of the process
Role: Non Tech Support - Voice / Blended
Industry Type: Internet (E-Commerce)
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Vendor Reconciliationgross loss reduction
Vendor PaymentsInvoice ProcessingAccounts Payable
About company
About Meesho
Meesho is Indias fastest growing e-commerce company. We started in 2015 with the idea of
helping mom & pop stores to sell online. Today, 5% of Indian households shop with us on any
given day. We’ve helped over 15 million individual entrepreneurs start online businesses with
zero investment. We’re democratising internet commerce by offering sellers a 0% commission
model on our platform — a first for India. We aim to become the e-commerce destination for
Bharat.
We’re currently valued at $4.9 billion, with marquee investors supporting our vision. Some of
them include Sequoia Capital, Softbank, Fidelity, Prosus Ventures, Facebook and Elevation
Capital. We were also featured in Y Combinator’s 2021 Top Companies List and were the only
Indian startup to make it to Fast Company’s The World’s 50 Most Innovative Companies in 2020.
We ranked 6th in Linkedin’s Top Startups List 2021. Our strongest asset is our people. We have
gender-neutral and inclusive policies to promote our people-first culture. Please check out
meesho careers for our openings.
Our Mission
Democratize internet commerce for everyone.
Our Vision
Enable 100 million small businesses in India to succeed onlin
Company Info
Address:
Helios Business Park Tower E, 3rd, 4th, 5th Floor, Block E, No.150, Marathahalli – Sarjapur Outer Ring Road, Kadubeesanahalli, BANGALORE, Karnataka, India
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