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