Job Description

Senior Manager I - Customer Delight

n

Customer Delight Department

n

n

No lengthy intro here, let’s get straight to the details, Zepto speed.

n

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

n

excellence across assigned vendors.

n

● Manage SM escalations and ensure timely resolution through structured governance and

n

stakeholder collaboration.

n

● Drive CSAT and Service Level performance by identifying improvement opportunities and

n

implementing corrective actions.

n

● Monitor and control Invalid Refunds through regular audits, root cause analysis, and

n

preventive interventions.

n

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

n

while ensuring SLA adherence.

n

● Establish strong operational governance through regular performance reviews, metric

n

tracking, and action planning.

n

● Analyze key operational metrics, identify trends, and drive continuous improvement

n

initiatives to enhance productivity and customer outcomes.

n

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

n

Vendor Partners to resolve business-critical issues.

n

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

n





coach partners, and ensure compliance with business standards.

n

n

Are you who we are searching for?

n

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

n

preferred.

n

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

n

Commerce, or large-scale service operations.

n

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

n

Operational Excellence.

n

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

n

performance.

n

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

n

SLA management.

n

● Experience in driving performance improvement through structured governance, data

n

analysis, and action planning.

n

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

n

external teams.

n

● Strong analytical, problem-solving, and decision-making capabilities.

n

● Excellent communication and influencing skills with a customer-first mindset.

n

● High ownership, execution focus, and the ability to thrive in a fast-paced environment.

📌 Senior Manager I - Customer Delight (Bengaluru)
🏢 Zepto
📍 Bengaluru