Job DescriptionDirector - Customer Delight
NWe're looking for a strategic leader to head our Customer Experience function and build a world-class support organization that delivers exceptional customer outcomes while driving operational excellence.
NResponsibilities, aka, what we'd like you to deliver :
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- Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency N
- Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery N
- Build and strengthen governance frameworks, operational policies, SOPs, and quality standards N
- Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams N
- Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey N
- Influence business decisions by working with senior stakeholders,



providing strategic insights, and driving cross-functional initiatives N

nKey Skills and Qualifications:
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- Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred. N
- Demonstrated ability toengage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders. N
- Experience in CX Strategy / Operations with 5+ years in a leadership role N
- Strong understanding ofcontact center operations, workforce management, quality assurance, governance, and operational excellence frameworks N

nIf you're passionate about leading high-performing teams, building scalable processes, and shaping the future of customer experience in a fast-paced workplace, we'd love to hear from you.

📌 Director - Customer Delight (Bengaluru)
🏢 Zepto
📍 Bengaluru