Manager - CX & Ops

2 days ago

Bengaluru, India Swiggy Full time

Job Title: Manager – Customer Experience & Operations

Business Unit: CREW

Location: Bangalore

Reporting To: Senior Manager – CX & Operations

About The Role
The Manager ensures seamless operations and premium customer experiences for the AI-powered Personal Concierge service. The role leads and coordinates frontline teams (Captains and Team Leads) to deliver efficient fulfillment of mission requests, manage live service quality, address escalations, and safeguard operational continuity overnight.

Key Responsibilities

  • Service Delivery: Oversee end-to-end execution of customer missions raised via the app, ensuring prompt assignment, resolution, and fulfillment throughout the night shift.
  • Live Operations Management: Actively monitor service dashboards, track ticket status, and intervene for mission escalations, quality issues or urgent client needs.
  • Team Supervision: Lead and support Team Leads and Captains; conduct handover meetings with day shift; manage staffing and rotation to ensure continuous coverage.
  • Process Adherence: Maintain and enforce SOPs for fulfillment and issue handling, keeping operations consistent and compliant overnight.
  • Quality & Experience: Drive high-touch customer engagement and personalized service for premium clients; uphold CSAT standards and efficient turnaround times.
  • Incident Management: Respond rapidly to operational issues, emergencies, or technology outages, coordinating with cross-functional teams as required.
  • Reporting: Maintain nightly logs for mission metrics, ticket volumes, escalations, agent efficiency, and provide insightful updates to leadership.

Key Requirements

  • 5–8 years' experience in customer experience, service operations, or hospitality management—ideally in a premium or technology-enabled environment.
  • Demonstrated ability to lead frontline teams (15 members or more) in fast-paced shift-based roles.
  • Excellent problem-solving, crisis management, and decision-making skills during off-peak/overnight hours.
  • Strong operational discipline, data-driven mindset, and attention to service detail.
  • Familiarity with tech-enabled service platforms and basic automation tools.
  • Willingness to work night shifts, including weekends and holidays as per business rotation.
  • Professional communication and stakeholder management skills.
  • Openness to work weekends and night shifts on a rotational basis is mandatory

Success in this Role

You will be successful by delivering uninterrupted overnight service, resolving issues quickly, keeping teams productive, and maintaining high customer satisfaction and operational efficiency in partnership with cross-functional teams and the Senior Manager CX & Ops.

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