Senior Manager I - Customer Delight

Job description

**Senior Manager I - Customer Delight** **Customer Delight Department** **No lengthy intro here, let’s get straight to the details, Zepto speed.** ● Own end-to-end Partner Management operations with a strong focus on driving service excellence across assigned vendors. ● Manage SM escalations and ensure timely resolution through structured governance and stakeholder collaboration. ● Drive CSAT and Service Level performance by identifying improvement opportunities and implementing corrective actions. ● Monitor and control Invalid Refunds through regular audits, root cause analysis, and preventive interventions. ● Partner with vendors to improve operational efficiency, quality, and customer experience while ensuring SLA adherence. ● Establish strong operational governance through regular performance reviews, metric tracking, and action planning. ● Analyze key operational metrics, identify trends, and drive continuous improvement initiatives to enhance productivity and customer outcomes. ● Collaborate with cross-functional teams including Operations, Customer Delight, and Vendor Partners to resolve business-critical issues. ● Conduct regular visits to vendor locations (1–2 times as required) to review operations, coach partners, and ensure compliance with business standards. **Are you who we are searching for?** ● Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is preferred. ● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick Commerce, or large-scale service operations. ● Strong understanding of Customer Service Operations, Vendor Management, and Operational Excellence. ● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner performance. ● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and SLA management. ● Experience in driving performance improvement through structured governance, data analysis, and action planning. ● Excellent stakeholder management skills with the ability to collaborate across internal and external teams. ● Strong analytical, problem-solving, and decision-making capabilities. ● Excellent communication and influencing skills with a customer-first mindset. ● High ownership, execution focus, and the ability to thrive in a fast-paced environment.