Assistant Manager - Seller Support Operations

Job Description

Position: Assistant Manager Seller Support Operations

1. Role Summary -You will be the primary driver of First Mile efficiency. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us.

2. Key Responsibilities

• Hub Performance Intervention: Visit and coordinate with pickup hubs daily to identify "un-attempted" or "failed" pickups.
• Tactical Problem Solving: Resolve ground-level
• Contact Deflection: Proactively analyze the "Seller Contact" queue. Identify the top 5 reasons sellers are calling and implement ground-level fixes to stop those contacts at the source.
• SLA Enforcement: Ensure that every shipment marked for pickup is processed within the designated window, preventing any "aging" of orders.

3. Performance Scorecard (Quarterly Evaluation)-Your success is measured by the movement of these three metrics:

• Metric Goal
• Contact Reduction Decrease the % seller support tickets
• Repeat Contacts Ensure sellers don't contact repeatedly in a week/month for the same issue
• Pickup Pendency Ageing Ensure no pickups in the designated hubs have ageing of more than 2 days at any time

4. Candidate Requirements

• Experience: 5+ years of experience in First Mile operations (preferably in E-commerce, Food-tech, or Courier Express).
• Execution Focus: Proven ability to work a 6-day week in a high-intensity environment.
• Analytical Skills: Ability to use Excel/Dashboards to identify which specific hubs are failing and why.
• Local Language: Proficiency in the local language of the region is highly preferred to manage ground staff and vendors effectively.
• Soft Skills: Ability to influence without authority is highly desired.

Additional Details

Work Schedule: 6 Days per Week (On-field/Hub-based as required)

Reporting To: Senior Manager – Seller Experience (Flipkart HQ)

Experience Required: 5+ Years in First Mile / Logistics / E-commerce Operations