DESCRIPTION
Job summary
Customers in India seeking to purchase High Consideration Technical Products (HCTP) across Consumer Electronics, Large Appliances and Other Hardline categories, need anxiety free ownership throughout the life of the product. This need is fulfilled through in-person services such as Installation, Troubleshooting, Repairs, Maintenance & Trade-In, that are delivered by skilled experts inside the customer’s home. We call these services Value-Added-Services (VAS) or Services.
Our vision is to build long-term trust with customers and improve conversion for product categories through a portfolio of post-purchase Services. VAS needs to deliver these services by building an in-house services network that offers best-in-class service to provide the best service experience to customers. The leader is the single-threaded leader for building and operating this in-house network for a large suite of product categories and onboarding and managing Brand network. The role requires the leader to define the Service Fulfillment strategy for A.in and drive the on-ground execution on to deliver services with the right quality and at lowest possible costs for all eligible categories across the life of the product. The key responsibilities of this role are:
* *Build a national service network:* Leverage in-house network and/or brand’s network, create a national, multi-brand services network that meets the speed, promise, costs and quality requirement for each service-GL. On-boarding multiple service partners/brands, integrate the network with an international spare parts supply chain and other tools for service fulfillment to create service offerings across the lifecycle with fulfillment models spanning at-home, in-store and remote.
* **Deliver a high-bar service quality:** Deliver a service experience that is comparable with the best benchmarks in the industry across cities and 8K+ . Deploy scalable audit mechanisms, co-own improvement plans, and set up robust review mechanisms (WBRs, MBRs) to improve performance at a hyper local level. Build a training infrastructure necessary to improve workforce quality to meet Amazon standards
* **Lower the cost of service:** Drive commercial negotiations with partners, influence VAS product roadmap to drive improvements in cost drivers, and drive automation within the team to lower the cost of service for Amazon. Innovate on partner engagement models, and improve forecasting, planning and inventory utilization to help negotiate a lower cost with providers.
BASIC QUALIFICATIONS
12+ years of experience in business development , supply chain, on ground service execution, operations
6+ years of experience managing multi layered teams
Experience with setting and scaling end to end fulfillment experience of service
Experience overseeing roadmap strategy and definition, execution, scale and adoption
PREFERRED QUALIFICATIONS
Proven track record of customer obsession.
Demonstrated ability to think both strategically and tactically.
Ability to prioritize in an ambiguous environment.
Demonstrated ability to formulate data-driven decisions that lead to results.
Demonstrated ability to conceptualize, manage, and prioritize multiple projects.
Exceptional interpersonal, communication (spoken and written) and influencing skills and an ability to navigate a complex and unstructured cross-functional environment.
MBA/masters in supply chain/ operations preffered