Job DescriptionSenior Manager I - Customer Delight
nCustomer Delight Department
nNo 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
nexcellence across assigned vendors.
n● Manage SM escalations and ensure timely resolution through structured governance and
nstakeholder collaboration.
n● Drive CSAT and Service Level performance by identifying improvement opportunities and
nimplementing corrective actions.
n● Monitor and control Invalid Refunds through regular audits, root cause analysis, and
npreventive interventions.
n● Partner with vendors to improve operational efficiency, quality, and customer experience
nwhile ensuring SLA adherence.
n● Establish strong operational governance through regular performance reviews, metric
ntracking, and action planning.
n● Analyze key operational metrics, identify trends, and drive continuous improvement
ninitiatives to enhance productivity and customer outcomes.




n● Collaborate with cross-functional teams including Operations, Customer Delight, and
nVendor Partners to resolve business-critical issues.
n● Conduct regular visits to vendor locations (1–2 times as required) to review operations,
ncoach partners, and ensure compliance with business standards.
nAre you who we are searching for?
n● Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is
npreferred.
n● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick
nCommerce, or large-scale service operations.
n● Strong understanding of Customer Service Operations, Vendor Management, and
nOperational Excellence.
n● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner
nperformance.
n● Robust knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and
nSLA management.
n● Experience in driving performance improvement through structured g

📌 Senior Manager I (Vasanthanagar)
🏢 Zepto
📍 Vasanthanagar