Senior Manager I - Customer Delight Customer Delight Department

Own end-to-end Partner Management operations with a robust focus on driving service

Drive CSAT and Service Level performance by identifying improvement prospects and

Partner with vendors to improve operational efficiency, quality, and customer experience

Establish strong operational governance through regular performance reviews, metric

tracking, and action planning.

● Collaborate with cross-functional teams including Operations, Customer Delight, and

Conduct regular visits to vendor locations (1–2 times as required) to review operations,

Bachelor's degree in any discipline. MBA or equivalent qualification is

Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick

Commerce,



or large-scale service operations.

● Solid understanding of Customer Service Operations, Vendor Management, and

Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner

performance.

● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and

SLA management.

● Experience in driving performance improvement through structured governance, data

analysis, and action planning.

● Excellent stakeholder management skills with the ability to collaborate across internal and

📌 Senior Customer Relations Executive Bengaluru (India)
🏢 Zepto
📍 India