Job DescriptionSenior Manager I - Customer Delight NCustomer Delight Department NnNo lengthy intro here, let’s get straight to the details, Zepto speed. N● Own end-to-end Partner Management operations with a strong focus on driving service Nexcellence across assigned vendors. N● Manage SM escalations and ensure timely resolution through structured governance and Nstakeholder collaboration. N● Drive CSAT and Service Level performance by identifying improvement opportunities and Nimplementing corrective actions. N● Monitor and control Invalid Refunds through regular audits, root cause analysis, and Npreventive interventions. N● Partner with vendors toimprove operational efficiency, quality, and customer experience Nwhile ensuring SLA adherence. N● Establish solid operational governance through regular performance reviews, metric Ntracking, and action planning. N● Analyze key operationalmetrics, identify trends, and drive continuous improvement Ninitiatives to enhance productivity and customer outcomes. N● Collaborate with cross-functional teams including Operations, Customer Delight, and NVendor Partners to resolve business-critical issues. N● Conduct regular visits to vendor locations (1–2 times as required) to review operations,



Ncoach partners, and ensure compliance with business standards. NnAreyou who we are searching for? N● Qualification: Bachelor‘s degree in any discipline. MBA or equivalent qualification is Npreferred.n● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick NCommerce, or large-scale service operations. N● Strong understanding ofCustomer Service Operations, Vendor Management, and NOperational Excellence. N● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner Nperformance.n● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and NSLA management.n●Experience in driving performance improvement through structured governance, data Nanalysis, and action planning. N● Excellent stakeholder management skills with the ability to collaborate across internal and Nexternal teams.n●Strong analytical, problem-solving, and decision-making capabilities. N● Excellent communicationand 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 (Vasanthanagar)
🏢 Zepto
📍 Vasanthanagar