Senior Manager I - Customer Delight

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.