Manager - Customer Experience

1 day ago

Bengaluru, Karnataka, India Swiggy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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.

  • Customer Experience Manager

    1 day ago

    Bengaluru, Karnataka, India ZARA Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Being a CEM, the roles and responsibilities are:To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.Improve customer service experience, create engaged customers and facilitate organic growth.Take ownership of customer issues and...

  • Customer Experience Manager

    3 days ago

    Bengaluru, Karnataka, India Swiggy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Crewis 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...

  • Manager, Customer Experience

    23 hours ago

    Bengaluru, Karnataka, India Conduent Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Track Description:Assists others in achieving goals.Manages performance appraisals and pay reviews.Manages training for 3 or more employees.Manages hiring and termination actions.Requires broad technical expertise and company/industry knowledge.Is accountable for program management functions.General ProfileAccountable for team performance and...

  • Customer Experience Manager

    2 weeks ago

    Bengaluru, Karnataka, India Total Environment Building Systems Pvt Ltd Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Areas of Accountability:To hand hold the customers from post-sales to Handover.All communication with customers as their SPOC.To support the collection team in reducing the over duesDeliverables:customer satisfaction scoresregularly sending project progress reports to customersresolving customer escalations in a time-bound manner and win-win proposition for...

  • Customer(Patient ) Experience manager

    1 day ago

    Bengaluru, Karnataka, India Even Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionEven is a healthcare company based in Bengaluru that offers comprehensive health coverage for individuals and businesses. Unlike traditional health plans, Even provides free doctor consultations, lab and radiology tests, unlimited access to specialists, preventive care for parents, optional insurance benefits, and free access to Even...

  • Program Manager- Customer Experience

    1 day ago

    Bengaluru, Karnataka, India Indofast Energy Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Role Overview:We are hiring aProgram Manager – Customer Experienceto lead high-impact programs focused on improving the end-to-end customer journey. This role requires a strong problem-solver who can map customer touchpoints, identify gaps across product lifecycles, and drive actionable solutions to completion. You'll work cross-functionally with product,...

  • Program Manager – Customer Experience

    3 days ago

    Bengaluru, Karnataka, India Indofast Energy Full time ₹ 1,20,000 - ₹ 1,80,000 per year

    We're looking for aProgram Manager – Customer Experienceto lead high-impact programs that elevate how customers engage with INDOFAST. You will map customer journeys, identify gaps, and drive initiatives that improve satisfaction, reduce friction, and create seamless experiences across every touchpoint.What You'll DoMap customer journeys to spot pain points...

  • Customer Experience

    1 week ago

    Bengaluru, Karnataka, India BrightCHAMPS Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    What is BrightChamps?A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries...

  • Customer Experience

    2 weeks ago

    Bengaluru, Karnataka, India Oben Electric Vehicles Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Job Title: After-Sales Support AssociateLocation: Bangalore (Kudlu Gate)Department: Customer Experience After Sales (Night Shift)Key ResponsibilitiesProvide prompt, empathetic, and effective support to Oben customers.Handle 24/7 after-sales support cases including breakdowns, roadside assistance, service scheduling, warranty queries, and product-related...

  • Customer Experience

    1 day ago

    Bengaluru, Karnataka, India Navi Technologies Full time ₹ 40,00,000 - ₹ 80,00,000 per year

    About the RoleAs a VKYC Executive, you will be the first point of contact in the customer verification process. Your role is to conduct secure and seamless video-based KYC (Know Your Customer) calls, ensuring all required customer details are accurately verified as per the standard operating procedures (SOP). This role demands strong communication skills,...