Senior Manager- Customer Experience (Customer Support)

Job description

**Role Overview** We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements. **Key Responsibilities** Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities: - Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs - Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders - Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time - Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies - Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences - Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core **Skills & Qualifications** - 812+ years in Customer Service / Operations (Logistics preferred) - Experience in managing cross-functional and high-dependency workflows - Strong exposure to escalation management and L2 operations - Hands-on with automation, dashboards, and process improvements - Proficient in MS Excel, has experience with CRM and data tools - Strong analytical, problem-solving, and communication skills **Key Traits** - High ownership and bias for action - Ability to handle high-intensity environments with patience without compromising on pace - Strong stakeholder management - Customer-first mindset with focus on scalability and automation