Senior Manager – CX

1 week ago

Bengaluru, Karnataka, India Swiggy Full time

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.

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