Flipkart Commerce Cloud
Website:
flipkartcommercecloud.com
Job details:
About Flipkart Commerce Cloud
Flipkart Commerce Cloud (FCC) is Flipkart's B2B SaaS arm. It allows global retailers and marketplaces access to the same commerce stack that powers Flipkart including : Digital Commerce (storefront, search, cart and checkout, seller ecosystem, OMS/WMS), Retail Media and AI-led Pricing. Built on 15+ years of Flipkart scale (350M+ customers, 1M+ sellers, $35B+ annual GMV powered), FCC serves retailers across APAC, the Middle East, Europe, Latin America and Africa.
Key Responsibilities
Operations & Incident Management
● Own end-to-end incident lifecycle (detection, triage, escalation, resolution, RCA, prevention) across FCC clients and platform
● Maintain 98%+ SLA adherence with flat headcount
● Build and run incident severity framework, escalation matrix, and on-call/shift models
● Drive RCA quality and closure of corrective/preventive actions; track repeat incident rate and MTTR
Automation & Efficiency
● Automate scraping, monitoring, and incident workflows (detection, ticketing, routing, alerts, reporting)
● Partner with Tech/Product to remove manual effort and reduce incident volume at source
● Define and track productivity metrics (cost per incident, automation coverage)
Product Ops & Sales Ops
● Run product ops: catalog/listing integrity, pricing and content issues, feature rollout readiness, client-reported defects
● Support sales ops: client onboarding, SLA/contract commitments, pipeline-to-delivery handoffs, operational inputs to renewals and deals
Client & Leadership Governance
● Lead regular leadership/business reviews with clients and internal stakeholders
● Present analytics-led recommendations on risk, SLA, and growth, driving client adoption
● Build strong relationships with key stakeholders, and act as escalation points.
Team & Stakeholders
● Lead managers and senior analysts; set goals, build bench, coach
● Work cross-functionally with Engineering, Product, Sales, Legal/Compliance, Finance, and Customer Success
Requirements
● 12–16 years in operations, Trust & Safety, risk/fraud, or incident management; 3+ years leading managers
● Proven record of meeting high SLAs (95%+) at scale.
● Hands-on experience automating operational workflows (Python/scripting, scraping, APIs, low-code/workflow tools)
● Strong analytics: SQL, dashboards (Tableau/Power BI/Looker), root-cause and trend analysis
● Experience presenting to senior leadership and external clients
● Use AI to drive efficiencies & effectiveness of the function
● MBA or B.E./B.Tech preferred
Must Haves -
● E-commerce, marketplace, or SaaS/platform (B2B2C) background
● Pricing intelligence, catalog quality, or fraud integrity exposure
● AI/ML exposure for anomaly detection and classification
Click on Apply to know more.
