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

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

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

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

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

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

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

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

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

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

Required Skills and Qualifications

• Bachelors degree in Business Administration, Operations, or related field.

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

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

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

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

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

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

Experience

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

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

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

Working Hours

• Full-time role with flexible working hours.

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

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

Knowledge, Skills and Abilities

• Excellent knowledge of customer experience KPIs and operational standards.

• Strong problem-solving and process improvement skills.

• Ability to thrive in ambiguity and rapidly evolving business environments.

• Exposure to Lean/Six Sigma principles is a plus.

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

• High attention to detail and customer-centric mindset.

Benefits

• Competitive salary with performance-based bonuses

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

• Flexible working hours and remote work support

• Employee stock options and yearly performance appraisals

• Paid time off, wellness days, and parental leave benefits

• Career advancement opportunities and access to world-class learning platforms

• 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.