Job Description

About Dunzo Dunzo is a hyperlocal delivery platform and primarily operates on two large verticals: Commerce and Logistics. Our vision at Dunzo is to make cities more accessible and make local commerce more efficient. Our current mission is to become the logistics layer of every city that we are present in. We have made significant progress towards this mission and currently have one of the largest networks of delivery partners and stores in the top tier cities of India. Our values of customer centricity, fearlessness, absolute ownership and respect for all have allowed us to grow and establish ourselves as one of India’s fastest growing startups and most loved consumer brands. Backed by Reliance, Google, Lightbox and other top investors, we are now making the next leap towards our vision. With commerce, we connect consumers to nearby stores for them to purchase anything they need and get it delivered to them within 20 mins. Our constant urge to deliver the best experience to our consumers led us to reimagine our models of operation and, thus, in 2021, we established the Dunzo Daily model using our network of micro fulfilment warehouses. Through these micro fulfilment warehouses, we are able to deliver speed, quality and reliability to consumers thereby providing an overall enhanced experience. We call these Dunzo Daily stores; you may have seen ads around it. With the consumer response to the category, we believe we can reach 15-20Mn consumers each month in the next 24 months. With the current growth numbers, we’re planning to now scale the business across each demand center in urban cities of India. We are expanding and creating market leadership aggressively and are expected to grow our transactions 15-20x over the next 15 months in the grocery category alone. With logistics, we are enabling businesses and peer-to-peer to complete on-demand last-mile delivery. That’s roughly 30% of our business today. Team Dunzo is passionate about finding solutions to local, offline challenges by leveraging technology to make the cities we grew up in, accessible, and convenient. If this resonates with you and excites you, we’d love to get a conversation started, today!
About Community Operations Team: Dunzo Community Operations team is dedicated to providing world class customer support to our Partners, Users and Merchants. We provide support for our community's toughest issue types, handle escalations, and provide an environment that fosters innovation by testing new processes or piloting support programs for categories. Defining the Role: The Learning Experience Team (LET) Lead will bring leadership insight into the overall operations and impact of this team. They will predominantly be responsible for all training, quality development and people development requirements of the Community Operations function. Additional responsibilities include managing and leading a team of Trainers and Quality Auditors, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building bench strength within LET. Expectations from this role:

• Set up and own the quality assessment framework. Understand that the quality of interactions our customers have with us is the most important factor in it.

• Implement clear overall quality strategy with scalable processes and tools to optimize for business goal.

• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with stakeholders to improve quality performance.

• Develop and curate a centralized Knowledge Management System that will be used by the operations team to improve process adherence.

• Build a Learning Management System for the Community Operations team to improve TATs on adoption of new processes.

• Create a scalable training module to ensure that each new hire is empowered to land on their feet right out of their nesting period.

• Own the bandwidth distribution amongst the training team depending on requests of new hire training, retraining and refreshers.

• Liaison all internal process related changes with other business leads to ensure that the Community Operations team is always prepared for upcoming changes in the workflow. Act as the sign-off person on all process changes.

• At least 3 years of experience leading a Learning and Development team within a Customer Experience function.

• Have an understanding of different quality assessment techniques and methodologies. Proven experience of having scaled these teams and processes.

• A knack to assemble and construct operational processes in structured fashion on the fly.

• A Six Sigma black belt certification is preferred but not mandatory.

• Highly engaged people managers that are passionate about coaching and mentoring

• Experience with performance metrics, process improvement and Lean techniques

• Ability to handle changing priorities and use good judgment in stressful situations

• Self starter with an ability to work in fast paced and constantly evolving business.