02 Sep
|
Zepto
|
Bengaluru
Job Description
Senior Manager I - Customer Delight
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Customer Delight Department
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No lengthy intro here, let's get straight to the details, Zepto speed.
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● Own end-to-end Partner Management operations with a strong focus on driving service
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excellence across assigned vendors.
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● Manage SM escalations and ensure timely resolution through structured governance and
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stakeholder collaboration.
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● Drive CSAT and Service Level performance by identifying improvement opportunities and
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implementing corrective actions.
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● Monitor and control Invalid Refunds through regular audits, root cause analysis, and
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preventive interventions.
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● Partner with vendors to improve operational efficiency, quality, and customer experience
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while ensuring SLA adherence.
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● Establish strong operational governance through regular performance reviews, metric
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tracking, and action planning.
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● Analyze key operational metrics, identify trends, and drive continuous improvement
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initiatives to enhance productivity and customer outcomes.
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● Collaborate with cross-functional teams including Operations, Customer Delight, and
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Vendor Partners to resolve business-critical issues.
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● Conduct regular visits to vendor locations (1–2 times as required) to review operations,
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coach partners, and ensure compliance with business standards.
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Are you who we are searching for?
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● Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is
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preferred.
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● Experience: 6–10 years of experience in BPO, Customer Operations, E-commerce, Quick
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Commerce, or large-scale service operations.
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● Solid understanding of Customer Service Operations, Vendor Management, and
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Operational Excellence.
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● Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner
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performance.
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● Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage,
📌 Senior Manager I (Bengaluru)
🏢 Zepto
📍 Bengaluru