As a CX Operations Manager – Social & Category Operations, you will be responsible for
n
managing customer experience across Scapia's social media channels and overseeing the
n
day-to-day operations of an assigned business category. You will drive end-to-end resolution
n
of customer complaints, govern external partner performance and coordinate effectively
n
with internal and external teams.
n
Key Responsibilities:
n
n
- Social Media & Escalation Management
n
- Own end-to-end resolution of customer complaints across social channels including
n
n
X, Instagram, Facebook, LinkedIn, Store Reviews.
n
n
- Monitor social channels proactively to identify escalations, emerging trends,
n
n
recurring issues and potential high-impact complaints.
n
n
- Govern the external agency handling social media responses and ensure adherence
n
n
to defined SLAs, quality and processes.
n
n
- Own social media metrics including FRT, response and resolution TAT, closure %,
n
n
breach %, backlog and repeat complaints.
n
n
- Take ownership of critical escalations and work with internal stakeholders to ensure
n
n
timely resolution.
n
n
- Conduct RCA on recurring and critical social escalations and drive corrective actions.
n
n
n
Category Operations:
n
n
- Oversee and manage daily operations for the assigned category to ensure seamless
n
n
execution of activities.
n
n
- Own category-level SLA and breach metrics and ensure defined goals are met.
n
- Analyze customer contacts, complaints and operational trends to identify process
n
n
gaps and improvement opportunities.
n
n
- Work with Product, Design and other internal teams to prioritize customer issues and
n
n
implement process improvements.
n
n
- Ensure SOPs and operational processes are updated regularly.
n
n
n
Reporting & Collaboration :
n
n
- Own daily/weekly reporting and analysis of social and category performance,
n
n
providing actionable insights to leadership.
n
n
- Collaborate closely with internal and external teams to ensure smooth process
n
n
execution and effective customer issue resolution.
n
n
- Maintain governance with the external agency and ensure consistent performance
n
n
against agreed metrics.
n
n
- Identify customer trends and insights and work with relevant teams to improve the
n
n
overall customer experience.
n
n
Skills & Qualifications:
n
n
- Bachelor's degree in any discipline.
n
- 7–10+ years of experience in Customer Experience, Social Media Operations,
n
- Escalation Management or related roles.
n
- Solid experience managing social media customer complaints and escalations
n
n
across multiple channels.
n
n
- Strong analytical, problem-solving and stakeholder management skills.
n
- Strong written and verbal communication skills with excellent customer-handling
n
n
abilities.
n
n
- Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
n
- Ability to work independently, manage multiple priorities and drive issues to closure.
n
- Experience in Travel, Fintech or Credit Cards is a plus.
n