Job DescriptionAs a CX Operations Manager – Social & Category Operations, you will be responsible for
nmanaging customer experience across Scapia's social media channels and overseeing the
nday-to-day operations of an assigned business category. You will drive end-to-end resolution
nof customer complaints, govern external partner performance and coordinate effectively
nwith 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 includingn

nX, Instagram, Facebook, LinkedIn, Store Reviews.
n
- n
- Monitor social channels proactively to identify escalations, emerging trends,n

nrecurring issues and potential high-impact complaints.
n
- n
- Govern the external agency handling social media responses and ensure adherencen

nto defined SLAs, quality and processes.
n
- n
- Own social media metrics including FRT, response and resolution TAT, closure %,n

nbreach %, backlog and repeat complaints.
n
- n




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

ntimely 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 seamlessn

nexecution 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 processn

ngaps and improvement opportunities.
n
- n
- Work with Product, Design and other internal teams to prioritize customer issues andn

nimplement 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

nproviding actionable insights to leadership.
n

📌 Customer Experience Operations (Bengaluru)
🏢 Scapia
📍 Bengaluru