Director - Customer Delight /n We'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. /n Responsibilities, aka, what we'd like you to deliver : /n /n

- 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 /n Key Skills and Qualifications: /n /n

- 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 to engage, 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 of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks

/n /n If 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