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Flipkart Customer Operations Lead – Manage Support & Fulfillment Teams
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.
