Role: Strategy - CX Continuous Improvement

Location: North Goa

Travel: PAN India - 50-70%

Role Overview:

Delhivery is hiring a Manager to lead continuous improvement efforts across customer-impacting issues involving cross-functional teams such as Business Development (BD), Security, Risk & Assurance (RA), and other internal stakeholders. This role sits within the CS Continuous Improvement (CI) vertical and is responsible for driving systemic resolutions, eliminating avoidable escalations, and improving customer experience across non-operational workflows.

The ideal candidate will operate in a field-intensive role, diagnosing issues at their root, improving coordination mechanisms between functions, and embedding SOPs and accountability across teams.

Key Responsibilities:

Cross-Functional CX Issue Diagnosis:

- Analyze customer tickets and escalation data to identify recurring issues tied to BD (e.g., client onboarding, rate card misalignment), Security (e.g., shipment holds, theft), and RA (e.g., claims, fraud).
- Conduct structured root cause analysis for high-impact issue types that require coordination across functions.
- Create issue taxonomies and define ownership models for CX resolution.

On-Ground Process Fixes & Governance:

- Visit hubs, centers, and regional offices to investigate process gaps in coordination between central and ground teams.
- Establish clear SOPs for how CX-impacting issues should be raised, tracked,



and resolved between functions.Implement governance frameworks to ensure resolution ownership and SLA adherence

Training & Capability Building:

- Collaborate with the Academy team to create training programs for BD, Security, and RA teams on CX protocols and ticket resolution best practices.
- Conduct live training and refreshers across regional teams where intervention is required.

Platform Feedback & Tool Optimization:

- Identify gaps in current ticket routing, resolution workflows, or communication loops across teams.
- Work with CS product ops and engineering teams to improve internal tools like Jarvis to better support multi-team coordination and accountability.

Impact Measurement & Reporting:

- Track resolution TAT, repeat issue rates, and reduction in CX tickets linked to cross-functional causes.
- Share regular insights with CX leadership and functional heads to align on priorities and progress.

Qualifications:

- Bachelors degree required; postgraduate degree preferred.
- 58 years of experience in customer operations, business process management, or issue resolution roles involving cross-functional coordination.
- Robust understanding of internal workflows between CX and teams like BD, Security, RA, or Legal.
- Proven ability to lead root cause analysis and build action-oriented resolutions.
- Excellent communication, stakeholder management, and analytical skills.
- Experience in process mapping, SOP creation, and field execution is highly desirable.
- Willingness to travel extensively across India (~5070%).

📌 Strategy - CX Continuous Improvement (Goa)
🏢 Delhivery
📍 Goa