Aritra Mondal

About Aritra Mondal

I currently lead Customer Experience, Platform Trust, and CX Transformation for a large e-commerce platform, owning policy governance and system-led execution across discovery, payments, delivery, returns, and refunds. I focus on revenue protection, customer trust, fraud risk, and service scalability.With 14+ years of experience, I am a Supply Chain, Operations, and Planning leader with deep expertise in demand planning, inventory management, working capital, S & OP, network design, capacity and logistics planning across B2C, B2B, and private-label businesses.I have also led growth, category marketing, and commercial planning charters for large appliance businesses, operating at the intersection of supply chain, operations, and P&L outcomes.Known for decision-making under ambiguity, I partner closely with CXOs and senior stakeholders to translate complexity into scalable systems, governance models, and measurable business outcomes.

Experience

1. Director Customer Experience & Platform Trust

   Flipkart

   Mar 2023 — Present · Bengaluru, IN

   Enterprise owner for end-to-end customer experience and platform trust architecture across discovery, payments, delivery, returns, and refunds at scale- Drove policy governance, defect reduction, and trust perception, balancing customer fairness with cost, fraud risk, and operational scalability- Acted as decision authority during high-impact incidents, ensuring business continuity, customer retention, and reputational protection- Built and scaled assisted commerce business, protecting revenue by recovering platform drop-offs and expanding access for digitally constrained customers- Partnered with Supply Chain, Product, Marketplace, Payments, and Business leadership to translate CX priorities into system changes and operating cadence.

Education

• Indian Institute of Management, Kozhikode

  PGDM, General Management

  2009 — 2011

• Burnpur Riverside School

  High School Diploma, PCMB

• Haldia Institute of Technology

  B.Tech (Electronics)

• Haldia Institute of Technology, W.B.U.T.

  Bachelor of Technology (B.Tech.), Electronics & Communication Engineering

  2003 — 2007

• Indian Institute of Management, Kozhikode

  Master of Business Administration

Skills

• Analytics
• Business Strategy
• Supply Chain Management
• Data Analysis
• Business Analysis
• Process Consulting
• Segmentation
• Consulting
• Project Planning
• Market Entry
• Business Analytics
• Team Management
• Crm
• Strategy
• Procurement
• Management Consulting
• Marketing Strategy
• Vendor Management
• Sourcing
• Kpi Implementation
• Analysis
• Business Process
• Competitive Analysis
• Business Process Re-Engineering