Customer Experience Operations

Job description

As a CX Operations Manager – Social & Category Operations, you will be responsible for managing customer experience across Scapia's social media channels and overseeing the day-to-day operations of an assigned business category. You will drive end-to-end resolution of customer complaints, govern external partner performance and coordinate effectively with internal and external teams. Key Responsibilities: • Social Media & Escalation Management • Own end-to-end resolution of customer complaints across social channels including X, Instagram, Facebook, LinkedIn, Store Reviews. • Monitor social channels proactively to identify escalations, emerging trends, recurring issues and potential high-impact complaints. • Govern the external agency handling social media responses and ensure adherence to defined SLAs, quality and processes. • Own social media metrics including FRT, response and resolution TAT, closure %, breach %, backlog and repeat complaints. • Take ownership of critical escalations and work with internal stakeholders to ensure timely resolution. • Conduct RCA on recurring and critical social escalations and drive corrective actions. Category Operations: • Oversee and manage daily operations for the assigned category to ensure seamless execution of activities. • Own category-level SLA and breach metrics and ensure defined goals are met. • Analyze customer contacts, complaints and operational trends to identify process gaps and improvement opportunities. • Work with Product, Design and other internal teams to prioritize customer issues and implement process improvements. • Ensure SOPs and operational processes are updated regularly. Reporting & Collaboration : • Own daily/weekly reporting and analysis of social and category performance, providing actionable insights to leadership. • Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution. • Maintain governance with the external agency and ensure consistent performance against agreed metrics. • Identify customer trends and insights and work with relevant teams to improve the overall customer experience. Skills & Qualifications: • Bachelor's degree in any discipline. • 7–10+ years of experience in Customer Experience, Social Media Operations, • Escalation Management or related roles. • Strong experience managing social media customer complaints and escalations across multiple channels. • Strong analytical, problem-solving and stakeholder management skills. • Strong written and verbal communication skills with excellent customer-handling abilities. • Proficiency in Excel, PowerPoint and CX reporting/analytics tools. • Ability to work independently, manage multiple priorities and drive issues to closure. • Experience in Travel, Fintech or Credit Cards is a plus.