Role OverviewAs the Manager CX, you will be responsible for driving service performance and improving end-to-end service metrics across D2C/ B2C key accounts. You will monitor daily accounthealth, manage pendencies and escalations, align internal stakeholders on action plans, and provide timely updates to clients to ensure service excellence and robust customer experience outcomes.
Key Responsibilities
Monitor and drive daily performance metrics (SLA adherence, exceptions, pendency, aging, customer impact) for key accounts.
Coordinate with internal operations and network teams to identify root causes and resolve pendency issues within defined timelines.
Prepare, execute, and track POA (Plan of Action) for recurring issues and share progress updates with clients regularly.
Align with cross-functional stakeholders to drive timely resolution of escalations and improve service metrics.
Maintain dashboards and performance trackers; generate daily/weekly/monthly reports and actionable insights as required.
Drive governance routines and closure discipline to ensure service gaps are tracked, owned, and resolved end-to-end.
Support continuous improvement initiatives by identifying trends and recommending process/operational improvements.
What to Bring
Prior experience in Logistics / E-commerce operations is mandatory.
Robust logical reasoning, analytical skills, and proactive problem-solving approach.
Proficiency in MS Excel / Google Sheets and reporting tools; ability to manage trackers and dashboards.
Robust communication skills with the ability to coordinate across multiple teams and stakeholders.
High ownership mindset with the ability to manage client expectations and deliver consistent service outcomes.