Job Description: AM / M CS Continuous Improvement (CI), Cross-Functional

Company: Delhivery
Location: Goa - Mobile Role (Travel-Based), India

Role Overview:

This role will be responsible to lead continuous improvement efforts across customer-impacting issues involving cross-functional teams such as Business Development (BD), Security, Risk & Assurance (RA), and other internal stakeholders. This role sits within the CS Continuous Improvement (CI) vertical and is responsible for driving systemic resolutions, eliminating avoidable escalations, and improving customer experience across non-operational workflows.

The ideal candidate will operate in a field-intensive role, diagnosing issues at their root, improving coordination mechanisms between functions, and embedding SOPs and accountability across teams.

Key Responsibilities:

Cross-Functional CX Issue Diagnosis:
- Analyze customer tickets and escalation data to identify recurring issues tied to BD (e.g., client onboarding, rate card misalignment), Security (e.g., shipment holds, theft), and RA (e.g., claims, fraud).




- Conduct structured root cause analysis for high-impact issue types that require coordination across functions.
- Create issue taxonomies and define ownership models for CX resolution.

On-Ground Process Fixes & Governance:
- Visit hubs, centers, and regional offices to investigate process gaps in coordination between central and ground teams.
- Establish explicit SOPs for how CX-impacting issues should be raised, tracked, and resolved between functions.Implement governance frameworks to ensure resolution ownership and SLA adherence

Training & Capability Building:
- Collaborate with the Academy team to create training programs for BD, Security, and RA teams on CX protocols and ticket resolution best practices.
- Conduct live training and refreshers across regional teams where intervention is required.

Platform Feedback & Tool Optimization:
- Identify gaps in current ticket routing, resolution workflow

📌 AM / M - CX Strategy (Continuous Improvement) - Goa (North Goa)
🏢 Delhivery
📍 North Goa