Senior Manager I - Customer Delight Customer Delight Department Own end-to-end Partner Management operations with a solid 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. ● Strong 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