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Flipkart4.2
Senior Manager I - Trust & Safety
Bangalore
₹542K - ₹831K (Glassdoor Est.)
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Job

About Flipkart

The Flipkart Group is one of India's leading digital commerce entities and includes group companies Flipkart, Myntra, and PhonePe. Started in 2007, Flipkart has enabled millions of consumers, sellers, merchants and small businesses to be a part of India's e-commerce revolution. With a registered customer base of over 200 million, offering over 150 million products across 120+ categories. Our efforts to democratize e-commerce in India, driving access and affordability, delight customers, create lakhs of jobs in the ecosystem and empower generations of entrepreneurs and MSMEs has driven us to innovate on many industry firsts. Flipkart is known for pioneering services such as Cash on Delivery, No Cost EMI and easy returns - customer-centric innovations that have made online shopping more accessible and affordable for millions of Indians.

Driven by the passion of 'Flipsters' and our core values of Audacity to Win, Bias for Action and Customer First, with Integrity - Flipkart's work policies reflect the company's efforts to create a progressive work environment that drives inclusion and innovation and encourages work-life balance. Ranked at #1 in LinkedIn's 'Top Companies to Work For in 2019', among the '100 Best Companies for Women by Avtar and chosen among the Top 3 Most Desirable new-Age Recruiters by Dare2Compete, Flipkart is the ideal place to start and achieve great heights in your career.

About Trust & Safety
The Trust & Safety team at Flipkart is responsible for curbing fraud & abuse and improving buyer & seller trust on the platform, while ensuring that genuine customers/ sellers are not put through unnecessary friction during their transactions. There are 5 functions with the T&S team: Business Operations team, Analytics Team, Data Science Team, Product Team and Engineering Team. Within the Business Operations team, we have a Strategy Design team and Operations Excellence team.

Customer trust has been and will always be central to Flipkart’s vision. Flipkart marketplace is quality obsessed and relies on Trust & Safety as differentiator to provide reliable product and service to both buyers & sellers. In fact it is critical to the successful and speedy emergence of the e-commerce industry in India.

At Flipkart, high focus on ownership and impact allows freedom to experiment and innovate. The pride is when you see the impact of what you have created. The ability to see what your contribution does to the business is a rare experience, add to that the fact that the impact of it is felt by your friends and family in India - the experience is extremely gratifying.

About the Role
The role is for a position in the Trust & Safety - Business Operations Team. The role expects the individual to be strong in data analysis, with expertise in SQL, Excel, Python/R. The T&S team works closely with stakeholders from different units/ functions within Flipkart across Category, Customer Experience and Seller Experience and hence it is expected that the person should have strong stakeholder management.

What you will do

  • Develop and drive initiatives to reduce buyer fraud & abuse in the marketplace.
  • Define, track and improve key metrics pertaining to your domain in T&S operations. Analyze large amounts of data to drive insights, gaps, trends & actions and drive strategic initiatives.
  • Work closely with the Operations team in ensuring adherence to the SOPs and continuously improve the SOPs based on the feedback from the Operations team.
  • Communicate with leadership and internal & external stakeholders on a regular basis on key metrics and strategic initiatives to combat fraud.
  • Collaborate with the T&S Analytics & Data Science team on monitoring the relevant metrics, onboarding new features/ rules and retraining/ building new ML models.
  • Work closely with the T&S Product & Engineering team in driving automation across tracks and also building scalable products.

Desired skills and experience
Qualifications:

  • MBA/ PGDM from a reputed institute
  • 6-8 years of experience in Operations Management/ Consulting, with at least 3 years of experience in any of the following: Fraud & Risk Management/ Strategy Design/ Risk Analytics

Key Areas of Experience:

  • Exposure to e-commerce marketplace preferably in the area of Trust & Safety
  • Exposure to operational excellence experience with desired knowledge of process development & deployment, strategy formulation and execution
  • Proficient in continuous improvement methodologies (DMAIC, DFSS, Lean, Six Sigma)

Key Skill Sets:

  • Ability to take independent decisions & to handle ambiguity
  • Excellent analytical & problem solving skills, comfortable with large amounts of data and drawing insights. Strong technical bent of mind, scalable/sustainable solutions
  • Ability to influence other leaders & teams and align them towards the common, shared objectives.
  • Strong Analytical and Written Communication Skills
  • People leadership and management experience
  • Strong Stakeholder management experience
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