About the Team
The Meesho AI Services team is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations. In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If you’re passionate about AI, building strong partnerships, and creating impactful change, this is the team for you!
About the Role
The Manager – Quality, Training, Process Excellence, and Escalations will play a critical role in overseeing the optimization of customer and seller support processes, ensuring the highest standards of service quality, and driving operational excellence across the organization. This position will lead initiatives to improve training, enhance quality assurance practices, manage complex escalations, and leverage Gen AI technologies to innovate and streamline support operations. The ideal candidate will have a proven track record in process optimization, exceptional leadership skills, and a passion for adopting new technologies to improve service delivery.
What will you do
Lead the Charge on GenAI Integration & Change Management:Champion the integration of GenAI tools for change management and automate workflows, enhance personalization, and drive operational efficiencies across our support teams.Be the visionary for leveraging AI to improve decision-making, enhance support processes, and empower teams to deliver outstanding service, faster and smarter.
Drive Operational Excellence & Quality Assurance:Define and implement a forward-looking quality strategy that drives excellence in every customer and seller interaction.Develop cutting-edge frameworks for analyzing support data, turning insights into actionable strategies to continuously improve both the user experience.
Design Transformative Training Programs:Build innovative, AI-driven training strategies that not only scale with the business but also continuously enhance agent skills in a personalized manner.Develop agile training solutions that help agents evolve alongside changing customer expectations, and foster a culture of continuous learning and improvement.
Lead a High-Impact Team:Manage and mentor a passionate team focused on refining operational processes, training agents, and optimizing customer support workflows.Foster a culture of innovation, accountability, and high performance, where team members feel empowered to drive results.
What you will need
2 to 4 years of experience in Gen AI technologies
AI Expertise: You have a solid understanding of GenAI technologies and their practical applications in customer service and process optimization.
Leadership: You’ve led teams through transformational changes, driven technological innovations, and improved operational performance in a customer support environment.
Experience in Process Excellence: You bring 3-5 years of experience in quality assurance, training, and process optimization, with a focus on delivering customer service excellence at scale.
Results-Driven: You’re a problem-solver who can identify root causes, leverage data-driven insights, and implement strategies that yield measurable outcomes, such as increased satisfaction and reduced handling times.
Adaptable & Strategic: You have the ability to think strategically about the future while being hands-on and tactical in delivering results.
About us
Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.
Our Mission
Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.
Culture and Total Rewards
Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles.
We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.