As 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.

nKey Responsibilities:

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- Social Media & Escalation Management
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- Own end-to-end resolution of customer complaints across social channels including
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nX, Instagram, Facebook, LinkedIn, Store Reviews.

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- Monitor social channels proactively to identify escalations, emerging trends,
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nrecurring issues and potential high-impact complaints.

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- Govern the external agency handling social media responses and ensure adherence
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nto defined SLAs, quality and processes.

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- Own social media metrics including FRT, response and resolution TAT, closure %,
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nbreach %, backlog and repeat complaints.

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

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

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- Oversee and manage daily operations for the assigned category to ensure seamless
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nexecution of activities.

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

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- Work with Product, Design and other internal teams to prioritize customer issues and
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nimplement process improvements.

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- Ensure SOPs and operational processes are updated regularly.
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nReporting & Collaboration :

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- Own daily/weekly reporting and analysis of social and category performance,
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nproviding actionable insights to leadership.

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- Collaborate closely with internal and external teams to ensure smooth process
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nexecution and effective customer issue resolution.

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- Maintain governance with the external agency and ensure consistent performance
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nagainst agreed metrics.

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

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nSkills & Qualifications:

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

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

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- Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
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- Ability to work independently, manage multiple priorities and drive issues to closure.
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- Experience in Travel, Fintech or Credit Cards is a plus.
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📌 Customer Experience Operations (Bengaluru)
🏢 Scapia
📍 Bengaluru