Manager I - Customer Delight

No lengthy intro here, let’s get straight to the details, Zepto speed.

● Own end-to-end execution of SKU-level refund and return policy operations across the
product catalog.
● Configure, maintain, and enforce refund policies at Category → Sub-category → SKU level
with high accuracy.
● Analyze high-volume refund transactions to identify leakage, policy gaps, and operational
risks.
● Conduct regular audits of refund and return decisions to ensure adherence to defined
policies and SOPs.
● Identify refund abuse patterns, fraudulent customer behavior, and recurring operational
issues through data analysis.
● Maintain and govern policy master sheets to ensure accurate and timely policy
implementation across the catalog.
● Perform root-cause analysis on refund trends and proactively recommend corrective
actions to reduce leakage.
● Partner with Category, Operations, Product, Risk, and Customer Delight teams to resolve
systemic issues impacting customer experience.
● Present weekly and monthly insights on refund leakage, policy effectiveness,



and
operational performance to key stakeholders.
● Drive continuous improvements in policy governance, reporting accuracy, and execution
efficiency.
● Support automation initiatives by identifying manual processes that can be streamlined
through data and technology.
● Train Customer Delight Operations teams on updated refund policies, category guidelines,
and process changes.

Are you who we are searching for?
● Qualification: Graduate / Postgraduate (preferred)
● Experience: 2–4 years in Program Management, Operations, Customer Delight, Risk
Operations, Category Operations, or E-commerce/Quick Commerce.
● Robust analytical mindset with the ability to identify trends, anomalies, and operational
leakage from large datasets.
● Advanced proficiency in Google Sheets / Excel (Pivot Tables, XLOOKUP/VLOOKUP, complex
formulas, dashboards).
● Experience working with large product catalogs and SKU hierarchies is h

📌 Manager I Bengaluru
🏢 Zepto
📍 Bengaluru