Senior Manager – CX

1 week ago

Bengaluru India Swiggy Full time

Job Description Job Title: Senior Manager - CX & Operations Business Unit: CREW Personal Concierge Location: Bangalore Reports To: General Manager - CX & Strategy About the Business CREW is 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 gifting arrangements, document assistance, hyperlocal pick-ups, and more - all fulfilled seamlessly. Role Overview We are seeking a Senior Manager - CX & Operations to lead service excellence and operational efficiency for Home assistance & Lifestyle related vertical. This role oversees live service delivery through Team Leads and Captains, optimizes turnaround times, drives process innovation, collaborates with technology teams for AI-led automation, and ensures smooth execution across all customer missions. Key Responsibilities . Customer Experience: Monitor and enhance mission quality, address issues proactively, and ensure a premium, personalized experience. . Operations Management: Manage daily workflows, improve ticket resolution speed, maintain optimal captain productivity, and refine fulfillment SOPs. . Staffing & Workforce Planning: Hire, train, and schedule adequate frontline teams to ensure uninterrupted service throughout all operating hours. . Tech Collaboration: Work with product and tech teams to automate repetitive workflows and strengthen AI-enabled decisioning in operations. . Performance Oversight: Use operational data and service insights to track trends, identify bottlenecks, and implement improvements for both customer satisfaction and efficiency. Key Requirements . MBA from Tier 1/ 2 colleges . 5-8 years experience in CX and operations, ideally in B2C or high-touch service sectors. . Proven record of leading large frontline teams with a focus on service excellence. . Strong understanding of AI-led service processes and operational automation. . Analytical, data-driven decision-making and process optimization skills. . Exposure to premium customer segments preferred . Openness to work weekends on a rotational basis is mandatory Success in this Role Success will be measured by consistently delivering outstanding customer experiences, meeting or exceeding service timelines, improving operational productivity, maintaining high customer satisfaction, and increasing the efficiency of missions handled through human resource management & AI.

  • Senior HR Business Partner

    3 weeks ago

    Bengaluru, India Kapture CX Full time

    Job Description Role Name: Senior HR Business Partner At Kapture CX, we are looking for an HR Business Partner in our Human Resources team. Who are we Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable...

  • Sr. Manager

    2 weeks ago

    Bengaluru, India Kapture CX Full time

    Job Description Role Name: Sr. Manager / Manager - AI Strategy & Consulting At Kapture CX, we are looking for a Sr. Manager / Manager - AI Strategy & Consulting in our AI Strategy & Enablement team. Who are we Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We...

  • Manager - AI GTM & Enablement

    2 weeks ago

    Bengaluru, India Kapture CX Full time

    Job Description Role Name: Manager - AI GTM & Enablement At Kapture CX, we are looking for a Manager - AI GTM & Enablement in our AI Strategy & Enablement team. Who are we Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across...

  • Senior Manager – CX

    1 week ago

    Bengaluru, Karnataka, India Swiggy Full time

    Job Title: Senior Manager – CX & OperationsBusiness Unit: CREW Personal ConciergeLocation: BangaloreReports To: General Manager - CX & StrategyAbout the BusinessCREW is 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...

  • Senior Manager – CX

    1 week ago

    Bengaluru, India Swiggy Full time

    Job Title: Senior Manager – CX & OperationsBusiness Unit: CREW Personal Concierge Location: Bangalore Reports To: General Manager - CX & Strategy About the Business CREW is 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...

  • Senior Product Manager

    2 days ago

    Bengaluru, Karnataka, India Kapture CX Full time

    Role Name: Senior Product Manager - Voice AIAt Kapture CX, we are looking for a Technical Product Manager - AI Delivery in our Machine Learning team.Who are we?Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring...

  • AI Solutions Consultant

    1 week ago

    Bengaluru, India Kapture CX Full time

    Job Description Role Name: AI Solutions Consultant At Kapture CX, we are looking for a Solutions Consultant in our AI Strategy & Enablement team. Who are we Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring...

  • Associate Product Manager

    5 days ago

    Bengaluru, Karnataka, India Kapture CX Full time

    Job Title:Associate Product ManagerJob Type:Work from OfficeJob Location:BengaluruAbout CompanyKapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX...

  • Cx

    2 weeks ago

    Bengaluru, Karnataka, India PhonePe Full time

    **About PhonePe Group**: PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and...

  • CX Project Manager

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka Furlenco Full time

    About FurlencoFurlenco is a different furniture company. We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor with a basket of access to rent, buy, sell and buy back.All of our furniture is designed in-house by experts. We don’t just give furniture. We provide decor, accessories and...