Customer Experience & Operations

Own the end-to-end Customer Delight operating performance.

Ensure agreed service levels, quality standards and customer experience metrics are consistently achieved.

Monitor customer contact drivers, repeat contacts, escalations and unresolved cases.

Drive proactive interventions for high-impact customer issues.

People Leadership

Lead and develop the Customer Delight leadership team.

Set clear goals, review performance and build capability through coaching and structured development.

Build a high-performance culture with solid ownership and accountability.Ensure effective manpower planning and succession planning.

Process Excellence

Identify operational gaps and drive RCA-based improvements.

Simplify customer journeys and reduce avoidable customer contacts.

Standardise processes, SOPs and governance mechanisms across Customer Delight.

Drive automation and technology-led improvements.

Cross-functional Collaboration

Partner with Product, Tech, SCM, Category and Business teams to resolve recurring customer issues.

Translate customer feedback into actionable business and product improvements.

Establish clear ownership and TATs for customer-impacting issues.

Represent the voice of the customer in business reviews and decision-making.

Data & Performance Management

Build and maintain dashboards for key CX and operational metrics.

Use data to identify trends, gaps and opportunities.

Conduct regular performance reviews and drive action plans.

Track improvement initiatives from problem identification to measurable closure.

Key Responsibilities

● Own Customer Delight performance.





● Drive key metrics including Answer Level, CSAT, FRT, Resolution Time, Repeat %,

Quality and Productivity.

● Lead and develop Managers, Team Leaders and Customer Delight Executives.

● Drive capacity planning, manpower utilisation and productivity.

● Identify customer pain points and drive structured RCA and corrective actions.

● Own critical customer escalations and ensure resolution within defined TATs.

● Partner with Product, Technology, Supply Chain, Category and Operations teams to resolve recurring customer issues.

● Drive process improvements to reduce customer effort and repetitive contacts.

● Lead automation, AI and self-service initiatives across Customer Delight.

● Build dashboards and operating mechanisms to track performance and drive actions.

● Manage key Customer Delight platforms and partners including Freshworks,

Exotel, SMS & Voice providers, Airtel, Jio and Truecaller.

● Review and improve Customer Delight policies, SOPs and processes.● Coach and mentor the Customer Delight leadership team and build a strong culture of ownership, problem solving and continuous improvement.

Qualification and Experience

● Bachelor's degree in any discipline; MBA or equivalent qualification is an added advantage.





● 8–12 years of experience in Customer Experience, Customer Delight, Customer

Service, Contact Centre or Operations.

● Experience managing large-scale customer support/contact centre operations across voice, chat and ticketing.

● Experience managing managers/team leaders and large frontline teams.

● Strong experience in CX metrics, workforce planning, productivity, quality and service-level management.

● Experience working with cross-functional teams across Product, Technology,

Operations and Supply Chain.

● Experience managing CRM, ticketing and contact-centre platforms.

● Exposure to automation, AI and process improvement initiatives is preferred.

Must have skills

● Strong people leadership and team management skills.

● Strong understanding of Customer Experience and Contact Centre operations.

● Strong analytical and data-driven problem-solving skills.

● Strong stakeholder management and communication skills.

● Ability to drive RCA, process improvement and issue resolution.

● Strong ownership and execution orientation.

● Ability to manage multiple priorities in a fast-paced environment.

● Strong understanding of CRM, ticketing and contact-centre technologies.

● Ability to identify and implement automation and AI-led opportunities.

● Strong customer-first mindset with a focus on continuous improvement.

● Ability to work effectively with senior leadership and cross-functional teams.

● Strong understanding of operational metrics, dashboards and performance management.

📌 Senior Manager: Customer Delight (Bengaluru)
🏢 Jumbotail
📍 Bengaluru