Senior Manager I - Customer Delight

Job Description

Senior Manager I - Customer Delight

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Customer Delight Department

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No lengthy intro here, let's get straight to the details, Zepto speed.

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● Own end-to-end Partner Management operations with a strong focus on driving service

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excellence across assigned vendors.

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● Manage SM escalations and ensure timely resolution through structured governance and

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stakeholder collaboration.

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● Drive CSAT and Service Level performance by identifying improvement opportunities and

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implementing corrective actions.

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● Monitor and control Invalid Refunds through regular audits, root cause analysis, and

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preventive interventions.

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● Partner with vendors to improve operational efficiency, quality, and customer experience

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while ensuring SLA adherence.

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● Establish strong operational governance through regular performance reviews, metric

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tracking, and action planning.

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● Analyze key operational metrics, identify trends, and drive continuous improvement

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initiatives to enhance productivity and customer outcomes.

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● Collaborate with cross-functional teams including Operations, Customer Delight, and

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Vendor Partners to resolve business-critical issues.

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● Conduct regular visits to vendor locations (1–2 times as required) to review operations,

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coach partners, and ensure compliance with business standards.

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Are you who we are searching for?

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● Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is

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preferred.

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● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick

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Commerce, or large-scale service operations.

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● Strong understanding of Customer Service Operations, Vendor Management, and

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Operational Excellence.

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● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner

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performance.

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● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and

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SLA management.

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● Experience in driving performance improvement through structured governance, data

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analysis, and action planning.

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● Excellent stakeholder management skills with the ability to collaborate across internal and

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external teams.

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● Strong analytical, problem-solving, and decision-making capabilities.

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● Excellent communication and influencing skills with a customer-first mindset.

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● High ownership, execution focus, and the ability to thrive in a fast-paced environment.