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.
NKey Responsibilities:
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- Social Media & Escalation Management N
- Own end-to-end resolution of customer complaints across social channels including N

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

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

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

nbreach %, backlog and repeat complaints.
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- Take ownership ofcritical escalations and work with internal stakeholders to ensure N

ntimely resolution.
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- Conduct RCA on recurring and critical social escalations and drive corrective actions. N

nCategory Operations:
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- Oversee and manage daily operations for the assigned category to ensure seamless N

nexecution of activities.
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- 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

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

nimplement process improvements.
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- Ensure SOPs and operational processes are updated regularly. N

nReporting & Collaboration :
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- Own daily/weekly reporting and analysis of social and category performance, N

nproviding actionable insights

📌 Hiring: Customer Experience Operations (Karnataka)
🏢 Scapia
📍 Karnataka