Escalations Manager
noonGurgaon, Haryana, India13 hours ago
Job descriptionKPI Accountability : Drive 24 / 7 multi-channel operations (Chat, Email, Social, Cross-Platform) to consistently achieve key performance metrics, including FCR, CSAT, AHT, Quality, and Productivity. Data-Driven Improvement : Monitor key CS metrics, identify underlying reasons for non-adherence, and implement data-driven improvements in collaboration with Quality, Training, and Product teams. Workforce Management (WFM) : Oversee manpower rostering, shift planning, and availability to ensure optimal headcount distribution and execution aligns with business forecasts and fluctuating demand. Reporting : Prepare and deliver Daily, Weekly, and Monthly reports to CS leadership, providing concise performance summaries, RCA deep-dives, and strategic project updates. Culture & Development : Inspire, coach, and develop managers, Team Leads, and agents to build a high-performance, customer-first culture. Talent Strategy : Review agent performance quartiles, developing strategies (coaching, training, mentorship) to shift mid-performers to the top and reduce attrition. On-Floor Presence & Audits : Lead floor presence activities (stand-ups, shadowing), randomly audit interactions, and directly speak with customers to identify improvement areas and immediately brief Teams / Leads on the outcomes. Team QA : Establish robust quality assurance and coaching frameworks specific to the escalations team, focusing on resolution quality, speed, and de-escalation success rate. Systemic RCA : Lead analytical deep-dives into systemic escalation drivers (e.g., policy gaps, product bugs, fulfillment failures). Cross-Functional Influence : Collaborate with Product, Tech, Legal, and Risk teams to translate escalation trends into prioritized product features or policy changes. Executive Presentation : Present strategic findings, corrective / preventive actions, and clear business impact / ROI justifications to senior leadership. 7+ years in high-volume CS Operations, with 3+ years managing a dedicated Escalations / Executive Response team within e-commerce, retail, or a tech organization. Bachelor’s degree required; Master’s degree preferred. Proven track record in high-stakes crisis resolution, complaint handling, and brand damage mitigation. Exceptional executive-level verbal and written communication skills, able to convey sensitive information and resolution strategies to internal and external stakeholders (including Legal). Strong ability to use data (SQL / BI Tools) for deep-dive RCA and to build data-driven business cases for change. Demonstrated proficiency in conflict resolution, negotiation, and people development under pressure. We’re looking for people with high standards, who understand that hard work matters. You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone; readiness to adapt, pivot, and learn is essential.
About noon
We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Escalations Manager who can help us move even faster.
noon’s mission : Every door, every day.
What you'll do :
Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
The Escalations Manager will be the executive leader overseeing high-volume, multi-channel customer service operations and directly owning the strategic resolution and prevention of critical escalations. This role is fully accountable for achieving operational excellence, protecting brand reputation through effective crisis management, and driving systemic customer experience improvements across the e-commerce platform.
Key Responsibilities
1. Crisis & Escalation Management
- Ultimate Ownership : Own the resolution of all executive, legal, social media-driven, and high-financial-value customer escalations, ensuring prompt, satisfactory, and brand-protective outcomes.
- Policy & Exception Authority : Act as the final internal authority for dispute resolution, defining SLAs for internal turnaround times (TAT) and authorizing exceptions / financial goodwill to resolve critical cases.
- Triage & Compliance : Develop and implement a triage and routing matrix for high-priority contacts, ensuring immediate direction to specialized teams while adhering to legal and company compliance requirements.
2. Operational Excellence & Performance
3. Quality, Coaching & People Leadership
4. Root Cause Analysis (RCA) & Prevention
What you'll need :
Who will excel?
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Manager • Gurgaon, Haryana, India
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