Manager - CX & Ops
7 hours ago
Job Description Manager - Operations & Customer Experience Crew is Swiggy's newest venture a smart, always-on personal concierge app that handles life's ugh, I'll do it later moments. From scoring that impossible dinner table to planning epic getaways or finding the perfect last-minute gift, Crew's got it covered. Think of it as your go-to problem solver, surprise planner, and everyday life-simplifier all rolled into one sleek app. Join us in building the future of effortless living, one perfectly handled task at a time. What You'll Do - Oversee daily gifting concierge operations, ensuring smooth workflows and timely execution from request to delivery. - Lead and mentor Assistant Managers (Ops & CX) and Crew Captains, ensuring they consistently share the most relevant and exciting gifting options with users. - Drive CSAT, GMV, conversions, and profitability as core success metrics. - Maintain flawless user communication with a premium tone, attention to detail, and accuracy in every interaction. - Monitor and improve TAT, ensuring speed without compromising quality. - Solve operational challenges quickly and proactively to avoid delays or customer dissatisfaction. - Curate and suggest great gifts in real time based on user needs, occasions, and budgets. - Source products cost-effectively and efficiently while maintaining quality and timeliness. - Build strong relationships with vendors and partners to ensure reliable deliveries and exclusive product access. - Stay ahead of gifting trends, seasonal demand, and creative ideas to keep offerings fresh and inspiring. - Create, implement, and drive Standard Operating Procedures (SOPs) to ensure consistency, scalability, and efficiency across the team. - Train the operations team on processes, communication standards, and best practices for gifting curation and fulfilment. - Work on continuous process improvement, identifying bottlenecks and implementing solutions to improve speed, quality, and customer satisfaction. - Collaborate with tech and other teams to ensure operations becomes as AI-led as possible in the future, using automation and AI tools to improve efficiency, reduce manual effort, and scale without compromising quality. Who You Are - Passionate about gifting with a strong sense of curation, style, and cultural relevance. - Highly resourceful and solutions-focused, with the ability to secure the best options quickly. - Experienced in customer service, operations management, or CX leadership, ideally in a premium or high-touch service environment. - Skilled at managing teams, building SOPs, and ensuring consistent execution. - Strong at training, motivating, and developing team members. - Comfortable working with tech teams and exploring AI-led solutions to streamline operations. - Committed to delivering exceptional customer satisfaction while balancing speed, quality, and cost. Why This Role Matters You will be the driving force behind Crew's gifting front-end experience. Your leadership will ensure every user interaction is seamless, every delivery is on time, and every gift recommendation is thoughtful, premium, and perfectly executed. By building strong processes and integrating AI into operations, you will help Crew scale faster and more efficiently while maintaining an exceptional standard of service.
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Assistant Manager
2 days ago
Bengaluru, India Swiggy Full timeManager - Operations & Customer Experience (Gifting) We are looking for a high-energy, resourceful, and customer-obsessed Manager - Operations & CX to lead the day-to-day running of Crew’s gifting concierge operations. This is a high-ownership role where you will manage people, processes, and performance to ensure we deliver the most delightful, timely,...
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CX Strategy Manager
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Bengaluru, India Licious Full timeRole OverviewAs the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each...
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CX Strategy Manager
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Bengaluru, India Licious Full timeRole OverviewAs the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for...
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Cx strategy manager
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Bengaluru, India Licious Full timeRole OverviewAs the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each...
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Bengaluru, India Licious Full timeRole OverviewAs the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each...
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Bengaluru, India Licious Full timeRole OverviewAs the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each...
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Bengaluru, India Licious Full timeRole Overview As the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for...
