Senior Manager - CX - Goa

Job description

**Role Overview** We are hiring a Senior Manager Customer Service to lead Geo operations, SLT escalations, and 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** **1. Geo Operations (Regional Ownership)** • Manage CS performance across assigned DCs and Service Centers • Drive coordination with Ops & Facility Security for faster resolutions • Ensure TAT adherence, reduced aging, and improved shipment outcomes **2. SLT (Escalation Management)** • Handle high-priority escalations with speed and accuracy • Manage high-anxiety scenarios with structured communication • Collaborate with Ops, Product, Security, and KAM teams for closure **3. L2 Operations (Complex Case Handling)** • Lead teams handling claims, investigations, and exceptions • Drive resolution with Recon, Security, and Ops dependencies • Improve resolution quality, accuracy, and turnaround time **4. Process Improvement & Automation** • Identify and implement automation opportunities • Partner with Product/Tech to build system-driven workflows • Leverage dashboards and data for performance improvement **5. Stakeholder Management** • Drive alignment with Ops, Security, Recon, Product, BD/KAM teams • Conduct regular reviews and governance cadences **6. Team Leadership** • Lead and develop Team Managers and CS teams • Drive performance, accountability, and capability building **Key Metrics** • TAT adherence & aging reduction • Resolution rate & first-time resolution • SLT closure timelines • L2 productivity & accuracy • Automation impact & efficiency gains **Skills & Qualifications** • 8–12+ 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, PowerPoint, and data tools • Strong analytical, problem-solving, and communication skills **Key Traits** • High ownership and bias for action • Ability to handle high-pressure environments • Strong stakeholder management • Customer-first mindset with focus on scalability and automation **Why Join This Role** Opportunity to lead a critical function driving end-to-end customer experience, while building a scalable, automation-driven CS ecosystem at Delhivery.