Senior Associate - Process Excellence (F&E)

About the Team

Being part of Meesho's Fulfilment and Experience (F&E) team as Senior Associate / Assistant Manager will zip you to the cockpit of our ever-burgeoning rocketship and, you'll shape the experience of Bharat's next billion e-commerce users. We're 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 to ensure the best possible user and seller experience. At Meesho, we are on a mission to achieve what has never been done before - introducing e-commerce to the tier-2 and tier-3 cities of India. Our team's crucial contribution to this ambitious endeavor involves completely reimagining fulfillment from the ground up. This translates into a multitude of 'zero-to-one' projects, offering opportunities for those willing to seize them. Our focus is on constructing a supply chain and user experience that reshapes the landscape of e-commerce. Simultaneously, we are unwavering in our commitment to introducing best-in-class processes and policies, coupled with a steadfast dedication to continuous innovation. The ultimate goal is to consistently deliver excellence in both User and Seller experiences. Emphasizing personal growth and enjoyment at work is integral to our culture, just as much as our dedication to hard work. We foster this through regular one-on-one virtual meetings, engaging monthly all-team catch-ups, and timely recognition and rewards. Join us in this exciting journey where innovation meets personal and professional development!

About the role

The Senior Associate / Assistant Manager- Quality, Training, Process Excellence, and Escalations will play a critical role in overseeing the optimization of customer and seller support processes, ensuring the highest standards of service quality, and driving operational excellence across the organization. This position will lead initiatives to improve training, enhance quality assurance practices, manage complex escalations, and leverage Gen AI technologies to innovate and streamline support operations. The ideal candidate will have a proven track record in process optimization, exceptional leadership skills, and a passion for adopting new technologies to improve service delivery.

What you will do :

• Transformational Training & Development Strategy
• Architect a forward-looking training strategy that anticipates future business needs, technology integration, and evolving customer expectations, ensuring support teams are equipped with the skills to deliver exceptional service. Develop and nurture a learning culture across customer and seller support, driving continuous skill development through innovative training programs and performance management systems that foster career growth.
• Strategic Escalation Management & Cross-Functional Alignment
• Take ownership of high-impact escalations, driving root cause analysis and corrective action plans that not only resolve issues but also prevent recurrence at a systemic level. Partner with product, engineering, and other cross-functional teams to develop proactive solutions to recurring issues, ensuring alignment between support and product / service teams to improve long-term customer and seller satisfaction.
• Change Management & Technology Leadership
• Lead the adoption of innovative technologies (including Gen AI) within support functions to improve efficiency, enhance decision-making, and personalise customer / seller interactions at scale. Drive the successful implementation of change management initiatives, ensuring smooth integration of new technologies, processes, and training within the broader operational ecosystem.
• Evaluate emerging trends and technologies, making data-driven recommendations for future investments in support tools and systems that will differentiate the organization in the marketplace.
• Key Success Metrics
• Measurable improvements in Customer and Seller satisfaction (e.g.,CeS, NPS).Enhanced operational efficiency (e.g., reduced handling time, increased automation in support processes).Successful integration of new technologies that drive innovation and process optimization.

What you will need :

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Skills Required

Process Optimization, Change Management, Training Development