Role Overview

We are hiring a Senior Manager Customer Service to lead Geo operations, SLT escalations, and L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements.

Key Responsibilities

1. Geo Operations (Regional Ownership)

- Manage CS performance across assigned DCs and Service Centers
- Drive coordination with Ops & Facility Security for faster resolutions
- Ensure TAT adherence, reduced aging, and improved shipment outcomes

2. SLT (Escalation Management)

- Handle high-priority escalations with speed and accuracy
- Manage high-anxiety scenarios with structured communication
- Collaborate with Ops, Product, Security, and KAM teams for closure

3. L2 Operations (Complex Case Handling)

- Lead teams handling claims, investigations, and exceptions
- Drive resolution with Recon, Security, and Ops dependencies
- Improve resolution quality, accuracy, and turnaround time

4. Process Improvement & Automation

- Identify and implement automation opportunities
- Partner with Product/Tech to build system-driven workflows
- Leverage dashboards and data for performance improvement

5. Stakeholder Management

- Drive alignment with Ops,



Security, Recon, Product, BD/KAM teams
- Conduct regular reviews and governance cadences

6. Team Leadership

- Lead and develop Team Managers and CS teams
- Drive performance, accountability, and capability building

Key Metrics

- TAT adherence & aging reduction
- Resolution rate & first-time resolution
- SLT closure timelines
- L2 productivity & accuracy
- Automation impact & efficiency gains

Skills & Qualifications

- 8–12+ years in Customer Service / Operations (Logistics preferred)
- Experience in managing cross-functional and high-dependency workflows
- Strong exposure to escalation management and L2 operations
- Hands-on with automation, dashboards, and process improvements
- Proficient in MS Excel, PowerPoint, and data tools
- Solid analytical, problem-solving, and communication skills

Key Traits

- High ownership and bias for action
- Ability to handle high-pressure environments
- Strong stakeholder management
- Customer-first mindset with focus on scalability and automation

Why Join This Role

Opportunity to lead a critical function driving end-to-end customer experience, while building a scalable, automation-driven CS ecosystem at Delhivery.

📌 Senior Manager - CX - Goa (North Goa)
🏢 Delhivery
📍 North Goa