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 ag

📌 Customer Experience Operations (Bengaluru)
🏢 Scapia
📍 Bengaluru