Job Description Senior Manager I - Customer Delight
n Customer Delight Department
n No lengthy intro here, let's get straight to the details, Zepto speed.
n ● Own end-to-end Partner Management operations with a strong focus on driving service
n excellence across assigned vendors.
n ● Manage SM escalations and ensure timely resolution through structured governance and
n stakeholder collaboration.
n ● Drive CSAT and Service Level performance by identifying improvement opportunities and
n implementing corrective actions.
n ● Monitor and control Invalid Refunds through regular audits, root cause analysis, and
n preventive interventions.
n ● Partner with vendors to improve operational efficiency, quality, and customer experience
n while ensuring SLA adherence.
n ● Establish strong operational governance through regular performance reviews, metric
n tracking, and action planning.
n ● Analyze key operational metrics, identify trends, and drive continuous improvement
n initiatives to enhance productivity and customer outcomes.
n ● Collaborate with cross-functional teams including Operations, Customer Delight, and
n Vendor Partners to resolve business-critical issues.
n ● Conduct regular visits to vendor locations (1–2 times as required) to review operations,




n coach partners, and ensure compliance with business standards.
n Are you who we are searching for?
n ● Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is
n preferred.
n ● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick
n Commerce, or large-scale service operations.
n ● Strong understanding of Customer Service Operations, Vendor Management, and
n Operational Excellence.
n ● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner
n performance.
n ● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and
n SLA management.
n ● Experience in driving performance improvement through structured governance, data
n analysis, and action planning.
n ● Excellent stakeholder management skills with the ability to collaborate across internal and
n external teams.
n ● Robust analytical, problem-solving, and decision-making capabilities.
n ● Excellent communication and influencing skills with a customer-first mindset.
n ● High ownership, execution focus, and the ability to thrive in a fast-paced environment.

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