Customer Service Manager

Delhivery is India’s largest fully integrated logistics provider. We strive to build the operating system for commerce through a combination of world-class infrastructure, logistics operations of the highest quality, and cutting-edge engineering and technology capabilities. We deliver over 1 million shipments a day across India's 28,000+ pin codes, making e-commerce logistics easier and faster than ever before. Our mission is to enable every seller in India to reach every buyer in the country.

Role Description

This is a full-time on-site role located in North Goa for a Customer Service Manager. The Customer Service Manager will be responsible for handling customer inquiries and complaints, maintaining customer satisfaction, managing customer support operations, and analyzing customer feedback.

Qualifications

• 1-4 years of experience
• Excellent customer satisfaction skills
• Experience in customer service management
• Strong customer support skills
• Analytical skills for data analysis and decision making
• Effective communication skills for liaising with customers, colleagues, and management
• Bachelor's degree in Business Administration, Supply Chain Management, or any other relevant field
• Experience in the logistics industry is a plus
• Willing to relocate to Goa or is a resident of Goa

Delhivery is India’s leading digital commerce enablement company, where we use technology to drive supply chain innovation. We are building the world’s largest fulfillment platform for digital commerce to power the next generation of supply chain and logistics solutions

The Delhivery Platform - our flagship initiative, stems from our need to rapidly scale our existing infrastructure and iterate using new technologies. The team’s vision is to create an easy to adopt Core Operating System (CoreOS) for commerce & logistics applications. This approach enables expedited development, through shared common services and infrastructure, while removing the complexities of business logic from the CoreOS. The CoreOS integrates well-fitted solutions to address the needs of the business with the reduced time, cost, and overhead to drive business with technology.

We are seeking a Product Manager to help bring this vision to life.

As part of the team, your job will be to identify and define the underlying components/ primitive services within the CoreOS, determine development approach to ensure a high degree of reliability, consistency and universal applicability, and seed/ nurture a 3rd party developer ecosystem that will leverage the CoreOS to build business and functional applications on it. The role is an inherent blend of technology, product management, and product marketing. To succeed, you need to be a highly analytical, first principles thinker who is resourceful, goal-driven, is

able to convert abstract thoughts/ ideas into tactical developer-friendly documentation, and has the ability to marry technological competence with an in-depth understanding of customer requirements. Above all - you should enjoy getting your hands dirty, and thrive on end-to-end ownership The role is inherently technical, and requires someone to have a strong background in building, or working with technology/ developer-focused products. Our team is small, so there is a strong emphasis for someone to come aboard, establish systems and processes to help grow the team, along with the creative freedom to define the future trajectory of the product

What you will do:

● Create the vision, define the product roadmaps, and own execution of all CoreOS components

● Identify and define associated integration services and solutions required to ensure universal applicability of CoreOS components

● Determine GTM strategy to enable and engage with a robust 3rd party developer ecosystem building business applications on CoreOS

● Develop feedback loops to ensure continuous evolution of CoreOS components

● Lead cross-functional teams in close partnership with engineering and design to bring the platform vision to life

What we look for:

● Undergraduate degree in engineering or a related technical discipline from a Tier-I institute, MBA preferred

● 6+ years of product management experience in internet startups, enterprise-grade SaaS products, supply chain organization or e-commerce

● Strong communication and organization skills, as well as the ability to think clearly, analyze quantitatively, problem-solve, multi-task and prioritize

● Sound business judgment, attention to detail, proven ability to influence others, demonstrated experience engaging and influencing senior executives, and a strong analytical mindset

● Experience in managing technical software products from kick-off to ship, building APIs, SDKs and complex integrated systems at scale is a plus

● Ability to thrive in a fast-paced, deadline-driven environment, along with the tenacity to develop ideas independently and the conviction to drive them to completion is crucial for this role

● Experience in building product and/ or platform-based integration technology suited for high scale and performance is a big plus

● Domain knowledge of supply chain/ logistics is preferable, but not required