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 robust 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 toimprove operational efficiency, quality, and customer experience
Nwhile ensuring SLA adherence.
N● Establish solid operational governance through regular performance reviews, metric
Ntracking, and action planning.
N● Analyze key operationalmetrics, 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● Robust understanding ofCustomer Service Operations, Vendor Management, and
NOperational Excellence.
N● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner
Nperformance.
n● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and
NSLA management.
n●Experience in driving performance improve

📌 Senior Manager I Bengaluru (India)
🏢 Zepto
📍 India