Job Description

Role Overview We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements. Key Responsibilities Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:
Manage and drive solid accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and solid TATs
Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies




Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core Skills & Qualifications 1. 8–12+ years in Customer Service / Operations (Logistics preferred) 2. Experience in managing cross-functional and high-dependency workflows 3. Strong exposure to escalation management and L2 operations 4. Hands-on with automation, dashboards, and process improvements 5. Proficient in MS Excel, has experience with CRM and data tools 6. Robust analytical, problem-solving, and communication skills Key Traits 1. High ownership and bias for action 2. Ability to handle high-intensity environments with patience without compromising on pace 3. Robust stakeholder management 4. Customer-first mindset with focus on scalability and automation

📌 Senior Manager Customer Support Dona Paula
🏢 Delhivery
📍 Dona Paula