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 :
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.
Manager Marketplace • Bengaluru, Karnataka, India