UrbanLadder.com – Process Excellence Manager – Customer Operations (3-10 yrs)

Company Information :

Urban Ladder is a leading online furniture company that aims to provide a curated destination for home solutions, to help the Urban Indian build well-furnished, beautiful homes. With over 1500 products and 25 categories such as sofas, beds, dining tables, storage shelves, etc. Urban Ladder is India’s leading online furniture company. Urban Ladder is backed by top tier venture capital firms Steadview Capital, SAIF Partners and Kalaari Capital and Sequoia Capital. Mr. Ratan Tata, Chairman Emeritus of Tata Sons has also made a personal investment in Urban Ladder. In February 2014, Urban Ladder bagged the “Best Digital Start-up” Award at the fourth India Digital Awards organised by IAMAI.

Responsibilities :

– Completely own customer operations through control tower-led streamlined operations

– Program manage with cross functional teams (Operations, Sourcing, Retail, etc.) to resolve time critical issues

– Anchor sale event readiness across supply chain and customer functions

– Define control tower playbook and execute KPI-driven adherence by all stakeholders

– Drive visibility of supply chain metrics through detailed dashboarding

– Highlight anticipated breaches and liaison with respective teams to undertake proactive corrective measures

– 24×7 support to business across all customer facing roles

– Own execution of process and technology changes across all customer facing and order processing teams

– Accountable for customer RCAs and cross-functional improvements derived from the same

Background and Functional Experience :

– Previous experience in Operations function is a must

– Experience in large scale B2C businesses would be preferred

– BE from premier college; MBA would be a plus

– Minimum 3 years of relevant experience; 1+ years experience in people management role