Improver

Mohammad Salim Shaikh

Senior Manager - Customer Experience @ Flipkart | Ex Amazon | Ex PwC

Bengaluru, Karnataka

Management professional with Twelve+ progressive years’ experience. Successfully led large teams in various domains including Operations, Process Excellence, Lean, Standard Work, VMO, HR Compliance, PMS, and L&D

I consider myself as an Innovative product and operations manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes. I have developed and presented business cases to all levels of the organization to get their buy-in and have a demonstrated record of delivering superior results. This has been achieved through high collaboration, building trust and comfortable interaction with cross-disciplinary technical and non-technical teams.

1. Leading the below initiatives as part of the Customer Experience Org at Flipkart. Jan 2018 till date
o Leading customer experience for Plus and Travel category.
o Program Management for key metrics and critical projects for the customer experience org
o COPC Implementation Leader for the customer experience org.
o Leading the audit and compliance charter for the customer experience org.
o Creating and enforcing right experience guardrails.
o VOC for design, strategy, and execution of customer experience for partner teams across Flipkart.
o Develop systems, process, policies and partnerships across the company to enhance experience.

2. Leading the VMO and Compliance charter at Flipkart– Jan 2017 till Dec 2017
o Vendor Management for 25000 Blue Collar and 500 White Collar workforce
o Managing and leading a team of 1 Manager, 2 Assistant Manager, 2 Lead and 6 FTC

3. HR Program Manager at Flipkart – Jan to Dec, 2016
o Leading the PMS program management activities.
o Leading the Sr. Leadership Induction for all Directors and above employees.

4. Leading the Learning and Talent Development – Dec, 2014 to Dec, 2015
o Responsible for all company wide e-learning roll-out and launches
o Managing and leading a team of 4 FTE’s, 4 IIT / IIM Interns, and 2 XLRI / TISS Graduates

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Experience:

• Senior Manager - Customer Experience (Flipkart)
• HR Consultant / Assistant Manager (Future Learning)
• Operational Learning Manager (Amazon.Com)
• Human Resources Business Partner (Khojati Group)
• Manager - HR (Amazon)
• Special Officer HR (PricewaterhouseCoopers India)

Skills: