Manager - Customer Experience

1 day ago

Bengaluru India Instamart Full time

Job Description

Manager - Operations & Customer Experience

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, and high-quality gifting experiences to our users.

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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