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

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 adherence N

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 ofcritical escalations and work with internal stakeholders to ensure N

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

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

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 process N

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

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

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

nproviding actionable insights

📌 Customer Experience Operations Karnataka
🏢 Scapia
📍 Karnataka