Job Summary Flipkart is seeking a results-driven Customer Operations Lead to oversee and elevate our customer support and order fulfillment functions. This leadership role requires strategic thinking, operational excellence, and a deep commitment to customer satisfaction. You will be responsible for driving performance across support channels and fulfillment centers, ensuring the seamless delivery of an exceptional end-to-end customer experience. You will play a pivotal role in managing large teams, setting KPIs, and ensuring adherence to service-level agreements (SLAs). Key Responsibilities • * Lead, manage, and mentor customer support and fulfillment teams to achieve performance metrics and customer satisfaction goals. • * Analyze support operations and customer data to identify trends and recommend strategic improvements. • * Ensure smooth coordination between order processing, dispatch, and delivery functions. • * Drive efficiency across contact center operations through workforce planning, quality control, and training initiatives. • * Collaborate with cross-functional teams such as Tech, Supply Chain, and Product to improve processes and enhance the customer journey. • * Monitor SLA compliance, handle escalations, and resolve critical issues in real time. • * Implement customer feedback systems and develop initiatives to enhance service quality. • * Prepare regular reports for senior management highlighting operational performance, risks, and opportunities. • * Manage third-party vendor relationships and ensure outsourced operations meet Flipkart standards. • Required Skills and Qualifications • * Bachelors degree in Business Administration, Operations, or related field. • * Proven leadership skills with the ability to manage large teams and multi-site operations. • * Strong communication and interpersonal skills to drive performance and influence stakeholders. • * Ability to work under pressure and make quick decisions in a fast-paced environment. • * Solid understanding of customer service platforms (e.g., Zendesk, Freshdesk, Salesforce). • * Familiarity with order management systems, fulfillment processes, and last-mile delivery operations. • * Strong analytical mindset with proficiency in Excel, dashboards, and reporting tools. • Experience • * Minimum 5–8 years of experience in customer operations or service delivery roles, with at least 3 years in a leadership capacity. • * Preferred experience in e-commerce, retail, logistics, or BPO industries. • * Experience managing teams of 50+ including team leaders and floor supervisors. • Working Hours • * Full-time role with flexible working hours. • * Must be available to support rotational shifts, weekends, and high-volume days such as festive sale periods or Big Billion Days. • * Remote work allowed with periodic travel to fulfillment hubs or offices if required. • Knowledge, Skills and Abilities • * Excellent knowledge of customer experience KPIs and operational standards. • * Strong problem-solving and process improvement skills. • * Ability to thrive in ambiguity and rapidly evolving business environments. • * Exposure to Lean/Six Sigma principles is a plus. • * Ability to build team culture, boost morale, and drive accountability. • * High attention to detail and customer-centric mindset. • Benefits • * Competitive salary with performance-based bonuses • * Health insurance for employee and family (medical, dental, vision) • * Flexible working hours and remote work support • * Employee stock options and yearly performance appraisals • * Paid time off, wellness days, and parental leave benefits • * Career advancement opportunities and access to world-class learning platforms • * Fun, inclusive, and fast-paced work culture at Indias leading e-commerce brand • Why Join Flipkart? At Flipkart, innovation meets customer obsession. As Indias pioneering e-commerce giant, we empower employees to take ownership, solve real-world challenges, and lead with purpose. By joining our team, you will not only drive meaningful change in millions of lives but also be part of a supportive ecosystem where growth, inclusion, and continuous learning are part of our DNA. Join us in redefining online retail, one experience at a time. How to Apply Interested candidates should apply online via the official Flipkart Careers portal or send their updated resume to us with the subject line: Application for Customer Operations Lead. Shortlisted candidates will be contacted for the next round of assessment and interviews.