Manager – CX Design (#81787)

Job Description

Company: Flipkart
Location: Bangalore, Karnataka, India
Job Type: Full-Time
Experience: 5-8 years
Education: MBA/Engineering from premier institutions
Expected Salary: ₹18,00,000 – ₹30,00,000 Lakhs per year (estimated based on market trends)
Job Category: Information Technology, Engineering
Website: Website info
Contact: Contact us

About Flipkart:

At Flipkart, we are driven by our purpose of empowering every Indian’s dream. With over
350 million customers and 150 million products across 80+ categories, we are at the
forefront of innovation in technology and commerce. As a part of the Walmart-owned
Flipkart Group, we also include companies such as Flipkart Health+, Myntra, and
Cleartrip. We aim to create long-term value for customers, stakeholders, and the planet
at large through our sustainable growth strategy.

About the Role:

We are seeking an experienced Manager – CX Design to join our team in Bangalore. This
role will be critical in ensuring information consistency across CRM platforms and
optimizing contact center operations to provide efficient customer support. You will lead
efforts in implementing automation solutions for Agent Service tracks, including the
integration of Gen AI, notes automation, real-time assistance tools, and CRM design
enhancements.

Key Responsibilities:

• CRM Management: Ensure data integrity and consistency across CRM platforms and
  maintain customer service efficiency.
• Contact Center Design: Design and optimize contact center processes to streamline
  customer support operations and improve service delivery.
• Automation Implementation: Identify opportunities to automate processes in Agent
  Service, implementing solutions like Gen AI and real-time assistance tools to increase productivity.
• Cross-functional Collaboration: Work closely with various teams to design and
  implement CRM enhancements that enhance customer experience and operational efficiency.
• Strategic Planning: Develop strategies and implement changes to optimize contact
  center operations, ensuring the best outcomes for both customers and the company.

Skills Required:

• Core Skills:

• Proven experience managing customer support CRM solutions.
• Strong knowledge of CRM platforms and contact center design principles.
• Analytical skills to identify opportunities for process automation and efficiency improvements.
• Familiarity with automation tools like Gen AI, notes automation, and real-time assistance tools.
• Strong communication and collaboration skills to work with cross-functional teams.
• Problem-solving capabilities and proactive approach to challenges.
• A customer-centric mindset focused on enhancing the overall customer experience.

Desirable Skills:

• Experience with automation tool implementation and CRM system optimization.
• Expertise in process improvements and managing customer support systems at scale.

Why Flipkart?

• Impact: You will have the chance to make a significant impact on the lives of millions of Indians.
• Growth & Learning: Flipkart fosters an environment that encourages experimentation,
  learning, and growth. You will work alongside some of the smartest minds from diverse
  backgrounds.
• Culture: We focus on creating a supportive environment with industry-leading policies
  that take care of you and your loved ones, ensuring you can focus on doing your best work.

Qualifications:

• MBA/Engineering from premier institutions.
• 5-8 years of experience in customer experience design or managing CRM solutions.
• Proven experience in contact center design, CRM management, and automation tools implementation.

Join Us:

If you are passionate about customer experience design, automation, and optimizing
support operations, we would love to hear from you. Apply now to be part of the dynamic
Flipkart team!