Senior Manager I - Customer Delight

Job Overview

We are looking for a Senior Manager I to lead the Customer Delight department at Zepto, focusing on partner management and driving service excellence across vendor operations.

Key Responsibilities

• Take full ownership of partner management operations, ensuring high-quality service from assigned vendors.
• Handle senior management escalations with timely resolution through structured governance and collaboration among stakeholders.
• Boost customer satisfaction (CSAT) and service level performance by pinpointing improvement areas and implementing effective corrective measures.
• Control and reduce invalid refunds by performing regular audits, conducting root cause analyses, and applying preventive actions.
• Work closely with vendors to enhance operational efficiency, quality, and customer experience while maintaining adherence to service level agreements (SLAs).
• Establish a solid operational governance framework involving continuous performance reviews, tracking key metrics, and effective action planning.
• Analyze critical operational data to discern trends and lead continuous improvement initiatives aimed at improving productivity and customer outcomes.
• Coordinate with cross-functional teams such as Operations, Customer Delight, and Vendor Partners to resolve vital business challenges.
• Perform periodic visits (1–2 times as needed) to vendor sites to oversee operations, mentor partners, and ensure business standards compliance.

Candidate Profile

• Education: Bachelor's degree in any field required; MBA or equivalent qualification preferred.
• Experience: 6 to 10 years in BPO, customer operations, e-commerce, quick commerce, or large-scale service operations.
• Proven expertise in customer service operations, vendor management, and operational excellence.
• Practical experience managing senior management escalations, CSAT, service levels, and partner performance.
• Strong familiarity with operational metrics like Average Handle Time (AHT), productivity, quality, shrinkage, and SLA management.
• A track record of driving performance improvements via structured governance, data analysis, and action planning.
• Excellent stakeholder management skills with ability to collaborate effectively across teams both internal and external.
• Advanced analytical, problem-solving, and decision-making skills.
• Exceptional communication and influencing abilities coupled with a customer-first approach.
• High ownership mentality, focused on execution and comfortable working in a high-velocity environment.