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
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
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
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
Process Improvement & Automation
Identify and implement automation opportunities
Partner with Product/Tech to build system-driven workflows
Leverage dashboards and data for performance improvement
Stakeholder Management
Drive alignment with Ops, Security,



Recon, Product, BD/KAM teams
Conduct regular reviews and governance cadences
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
Robust 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
Solid 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 (India)
🏢 Delhivery
📍 India