▷ [15h Left] Manager - Cx & Ops
3 weeks ago
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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Cx strategy manager
3 weeks ago
Bangalore, 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...
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CX Strategy Manager
4 days ago
Bangalore, 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...
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CX Strategy Manager
4 days ago
Bangalore, 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...
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Cx strategy manager
3 days ago
Bangalore, 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...
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CX Strategy Manager
4 days ago
bangalore, 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
2 weeks ago
bangalore district, 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...
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Manager - Cx & Ops
3 weeks ago
Bangalore, Karnataka, India Swiggy Full timeBusiness Unit CREW Location Bangalore About the Business Swiggy is building a premium lifestyle and travel service that combines AI-powered technology with a dedicated human concierge team to bring unparalleled convenience in lives for high-value customers The business caters to use cases across travel planning restaurant reservations event and...
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CX Strategy Manager
5 days ago
Bengaluru, Karnataka, India, Karnataka 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- Escalation
5 days ago
Bengaluru, Karnataka, India Epifi Technologies Full time**Who we are**:Fi is a money management app that listens to your needs, understands your wants, and gently nudges you to achieve your financial goals. On the inside, we’re a deep-tech startup that’s building a highly innovative and secure financial hub for a digital-first generation. **Why you should work with us**:We are about doing the right thing...
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Manager, Cx Services Operations
3 weeks ago
Bangalore, Karnataka, India Granicus Full timeWe re seeking a Manager of CX Services Operations to join our CX Services Enablement CXSE team - the engine driving scalable efficient and data-informed service delivery across the customer lifecycle In this high-impact role you will own and optimize the operational backbone of our Customer Experience Services organization includes functions such as...
