As a CX Operations Manager – Social & Category Operations, you will be responsible for

managing customer experience across Scapia's social media channels and overseeing the

day-to-day operations of an assigned business category. You will drive end-to-end resolution

of customer complaints, govern external partner performance and coordinate effectively

with internal and external teams.

Key Responsibilities:

- Social Media & Escalation Management
- Own end-to-end resolution of customer complaints across social channels including

X, Instagram, Facebook, LinkedIn, Store Reviews.

- Monitor social channels proactively to identify escalations, emerging trends,

recurring issues and potential high-impact complaints.

- Govern the external agency handling social media responses and ensure adherence

to defined SLAs, quality and processes.

- Own social media metrics including FRT, response and resolution TAT, closure %,

breach %, backlog and repeat complaints.

- Take ownership of critical escalations and work with internal stakeholders to ensure

timely resolution.

- Conduct RCA on recurring and critical social escalations and drive corrective actions.

Category Operations:

- Oversee and manage daily operations for the assigned category to ensure seamless

execution of activities.

- Own category-level SLA and breach metrics and ensure defined goals are met.
- Analyze customer contacts, complaints and operational trends to identify process





gaps and improvement opportunities.

- Work with Product, Design and other internal teams to prioritize customer issues and

implement process improvements.

- Ensure SOPs and operational processes are updated regularly.

Reporting & Collaboration :

- Own daily/weekly reporting and analysis of social and category performance,

providing actionable insights to leadership.

- Collaborate closely with internal and external teams to ensure smooth process

execution and effective customer issue resolution.

- Maintain governance with the external agency and ensure consistent performance

against agreed metrics.

- Identify customer trends and insights and work with relevant teams to improve the

overall customer experience.

Skills & Qualifications:

- Bachelor's degree in any discipline.
- 7–10+ years of experience in Customer Experience, Social Media Operations,
- Escalation Management or related roles.
- Solid experience managing social media customer complaints and escalations

across multiple channels.

- Strong analytical, problem-solving and stakeholder management skills.
- Strong written and verbal communication skills with excellent customer-handling

abilities.

- Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
- Ability to work independently, manage multiple priorities and drive issues to closure.
- Experience in Travel, Fintech or Credit Cards is a plus.

📌 Customer Experience Operations (Bengaluru)
🏢 Scapia
📍 Bengaluru