Senior Manager Fulfillment (Flipkart Marketplace)

Job Title : Manager / Senior Manager, Seller Experience - Fulfilled by Flipkart

Team : Flipkart Marketplace

Location : Bangalore, India

Education : MBA from Tier 1 or Tier 2 College

About Flipkart

Flipkart is India’s leading e-commerce marketplace and one of the country's most iconic

brands. Started in 2007, Flipkart has enabled millions of sellers, merchants, and small

businesses to participate in India's digital commerce revolution. Flipkart is known for

pioneering services such as Cash on Delivery, No Cost EMI, and easy returns –

innovations that have made online shopping more accessible and affordable for millions

of Indians.

About the Team : Fulfilled by Flipkart (FBF)

The "Fulfilled By Flipkart"(FBF) team is at the core of our promise to deliver a seamless

and superior experience to both our sellers and customers. FBF is a flagship

fulfilment service, where sellers store their products in our state-of-the-art fulfilment

centres, and we take care of the rest – from storage and packaging to shipping and

customer service. This channel is a critical pillar of our growth, and we are committed to

making it the most trusted and efficient fulfilment solution for our seller partners.

About the Role

We are looking for a passionate and driven leader to own the Seller Experience for the

Fulfilled by Flipkart (FBF) channel. In this high-impact role, you will be the ultimate

champion for our sellers, responsible for making the FBF experience so exceptional that

it becomes the default choice for every seller on our platform. There will aligned TAT for

each Seller touch points and expectation will be adhering to the promised timeline to

ensure there is no Working Capital Impact for Sellers.

You will be at the intersection of strategy, operations, product, and analytics, working

with a wide range of stakeholders to identify pain points, drive structural improvements,

and fuel the growth of the FBF program. Your primary goal will be to elevate the seller

experience, measured directly by improvements in Seller NPS and our internal

experience scores.

Key Responsibilities

1. Own Seller Experience & Satisfaction :

Be the voice of the FBF seller. Deeply understand their journey, identify friction

points, and systematically address them.

Define, track, and own the key seller experience metrics, including Seller Net

Promoter Score (NPS) and other internal experience indices.

Develop and execute a strategic roadmap to deliver a best-in-class seller

experience.

2. Drive Operational Excellence :

Oversee and ensure adherence to all operational processes and Standard

Operating Procedures (SOPs).

Guarantee that all seller-related operations are completed within the defined

Turnaround Times (TATs), ensuring reliability and predictability for our sellers.

Implement rigorous monitoring mechanisms to proactively identify and resolve

operational bottlenecks.

3. Cross-Functional Problem Solving :

Collaborate closely with various business categories (e.g., Electronics, Fashion,

Home) to understand their unique challenges within the FBF ecosystem.

Lead the design and implementation of structural, long-term solutions that may

involve SOP refinements, product feature enhancements, or new operational

workflows.

4. Strategic Growth & Program Management :

Develop and execute strategies to drive the adoption and growth of the FBF

channel.

Build a flywheel effect where a superior seller experience leads to greater seller

participation, wider selection, and faster growth.

Act as the central anchor and Single Point of Contact (SPOC) for the FBF seller

experience program.

5. Stakeholder Management & Communication :

Effectively manage relationships with a diverse set of internal stakeholders,

including category leaders, operations heads, product managers, engineers,

and senior leadership.

Provide regular, clear, and concise updates on the progress, challenges, and

growth of the FBF seller experience charter.

6. Data-Driven Governance & Reporting :

Build, maintain, and report on a comprehensive set of Key Performance

Indicators (KPIs) for various teams and leadership.

Establish yourself as the central source of truth for all FBF seller experience

data and insights, enabling data-driven decision-making across the

organization.

What are we Looking For :

• Experience : 5-8 years of experience in program management, strategy, or

operations, preferably in the e-commerce, supply chain, or tech industry. An MBA

from a premier institution is highly preferred.

this case, seller) experience.

complex projects with high levels of autonomy.

teams and senior leadership without direct authority.

data and able to derive actionable insights to guide strategy.

performance metrics.

the ability to articulate complex issues and solutions clearly and concisely.

scaling up the people.

If you are passionate about building world-class experiences and want to make a

tangible impact on thousands of businesses, we would love to hear from you.