Senior Manager I - Customer DelightCustomer Delight DepartmentNo 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 serviceexcellence across assigned vendors.● Manage SM escalations and ensure timely resolution through structured governance andstakeholder collaboration.● Drive CSAT and Service Level performance by identifying improvement opportunities andimplementing corrective actions.● Monitor and control Invalid Refunds through regular audits, root cause analysis, andpreventive interventions.● Partner with vendors to improve operational efficiency, quality, and customer experiencewhile ensuring SLA adherence.● Establish solid operational governance through regular performance reviews, metrictracking, and action planning.● Analyze key operational metrics, identify trends, and drive continuous improvementinitiatives to enhance productivity and customer outcomes.● Collaborate with cross-functional teams including Operations, Customer Delight, andVendor 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 ispreferred.● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, QuickCommerce, or large-scale service operations.● Strong understanding of Customer Service Operations, Vendor Management, andOperational Excellence.● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partnerperformance.● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, andSLA management.● Experience in driving performance improvement through structured governance, dataanalysis, and action planning.● Excellent stakeholder management skills with the ability to collaborate across internal andexternal 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.

📌 Senior Manager I - Customer Delight (Bengaluru)
🏢 Zepto
📍 Bengaluru