Job Description

Director - Customer Delight

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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.

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Responsibilities, aka, what we'd like you to deliver :

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Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency
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Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery
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Build and strengthen governance frameworks, operational policies, SOPs, and quality standards
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Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams
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Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey
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Influence business decisions by working with senior stakeholders,



providing strategic insights, and driving cross-functional initiatives
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Key Skills and Qualifications:

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Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred.
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Demonstrated ability to engage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders.
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Experience in CX Strategy / Operations with 5+ years in a leadership role
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Solid understanding of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks
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If you're passionate about leading high-performing teams, building scalable processes, and shaping the future of customer experience in a rapid-paced setting, we'd love to hear from you.

📌 Director Customer Delight Bengaluru
🏢 Zepto
📍 Bengaluru