Job Title: Operations & Customer Experience Manager

Location:
Gurugram

Job Type:
Full time

Role Overview

We are looking for a highly organized and data-driven
Operations & Customer Experience Manager
to oversee last-mile logistics and customer support operations. The ideal candidate will ensure seamless delivery and pickup processes, resolve customer escalations, improve operational efficiency, and collaborate with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities
- Monitor daily operations, including dispatch, deliveries, and pickups.
- Manage customer complaints (FIRs) and ensure timely resolution.
- Track operational metrics and analyze reports to identify process improvements.
- Handle high-priority customer escalations and consumer complaints.
- Lead and coach the customer support team, ensuring productivity and service quality.




- Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.
- Maintain operational discipline by monitoring attendance, reporting, and performance.
- Drive process improvements to reduce recurring issues and enhance customer satisfaction.

Required Skills & Qualifications
- 4–8 years of experience in Operations, Customer Experience, or Logistics.
- Strong analytical and reporting skills.
- Experience handling customer escalations and service recovery.
- Excellent cross-functional coordination and leadership abilities.
- Strong problem-solving and decision-making skills.
- Proficiency in Excel and CRM/Operations management tools.

📌 Operation and Customer Service Manager (Gurugram)
🏢 HireFlexperts
📍 Gurugram