Senior Manager I - Customer Delight Customer Delight Department

Own end-to-end Partner Management operations with a strong focus on driving service
Drive CSAT and Service Level performance by identifying improvement opportunities and
Partner with vendors to improve operational efficiency, quality, and customer experience
Establish strong operational governance through regular performance reviews, metric
tracking, and action planning.
● Collaborate with cross-functional teams including Operations, Customer Delight, and
Conduct regular visits to vendor locations (1–2 times as required) to review operations,
Bachelor's degree in any discipline. MBA or equivalent qualification is
Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick
Commerce,



or large-scale service operations.
● Solid understanding of Customer Service Operations, Vendor Management, and
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

📌 Sr Manager Customer Experience (Bengaluru)
🏢 Zepto
📍 Bengaluru