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

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Lead, manage, and mentor customer support and fulfillment teams to achieve performance metrics and customer satisfaction goals.

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Analyze support operations and customer data to identify trends and recommend strategic improvements.

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Ensure smooth coordination between order processing, dispatch, and delivery functions.

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Drive efficiency across contact center operations through workforce planning, quality control, and training initiatives.

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Collaborate with cross-functional teams such as Tech, Supply Chain, and Product to improve processes and enhance the customer journey.

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Monitor SLA compliance, handle escalations, and resolve critical issues in real time.

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Implement customer feedback systems and develop initiatives to enhance service quality.

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Prepare regular reports for senior management highlighting operational performance, risks, and opportunities.

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Manage third-party vendor relationships and ensure outsourced operations meet Flipkart standards.

• Required Skills and Qualifications
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Bachelors degree in Business Administration, Operations, or related field.

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Proven leadership skills with the ability to manage large teams and multi-site operations.

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Strong communication and interpersonal skills to drive performance and influence stakeholders.

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Ability to work under pressure and make quick decisions in a fast-paced environment.

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Solid understanding of customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).

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Familiarity with order management systems, fulfillment processes, and last-mile delivery operations.

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Strong analytical mindset with proficiency in Excel, dashboards, and reporting tools.

• Experience
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Minimum 5–8 years of experience in customer operations or service delivery roles, with at least 3 years in a leadership capacity.

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Preferred experience in e-commerce, retail, logistics, or BPO industries.

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Experience managing teams of 50+ including team leaders and floor supervisors.

• Working Hours
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Full-time role with flexible working hours.

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Must be available to support rotational shifts, weekends, and high-volume days such as festive sale periods or Big Billion Days.

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Remote work allowed with periodic travel to fulfillment hubs or offices if required.

• Knowledge, Skills and Abilities
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Excellent knowledge of customer experience KPIs and operational standards.

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Strong problem-solving and process improvement skills.

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Ability to thrive in ambiguity and rapidly evolving business environments.

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Exposure to Lean/Six Sigma principles is a plus.

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Ability to build team culture, boost morale, and drive accountability.

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High attention to detail and customer-centric mindset.

• Benefits
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Competitive salary with performance-based bonuses

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Health insurance for employee and family (medical, dental, vision)

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Flexible working hours and remote work support

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Employee stock options and yearly performance appraisals

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Paid time off, wellness days, and parental leave benefits

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Career advancement opportunities and access to world-class learning platforms

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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.