Senior Manager I - Customer Delight

Zepto · Bangalore, India

Senior Manager I - Customer Delight

Customer Delight Department

No lengthy intro here, let's get straight to the details, Zepto speed.

Own end-to-end Partner Management operations with a strong focus on driving service

excellence across assigned vendors.

Manage SM escalations and ensure timely resolution through structured governance and

stakeholder collaboration.

Drive CSAT and Service Level performance by identifying improvement opportunities and

implementing corrective actions.

Monitor and control Invalid Refunds through regular audits, root cause analysis, and

preventive interventions.

Partner with vendors to improve operational efficiency, quality, and customer experience

while ensuring SLA adherence.

Establish strong operational governance through regular performance reviews, metric

tracking, and action planning.

Analyze key operational metrics, identify trends, and drive continuous improvement

initiatives to enhance productivity and customer outcomes.

Collaborate with cross-functional teams including Operations, Customer Delight, and

Vendor Partners to resolve business-critical issues.

Conduct regular visits to vendor locations (1-2 times as required) to review operations,

coach partners, and ensure compliance with business standards.

Are you who we are searching for?

Qualification: Bachelor's degree in any discipline. MBA or equivalent qualification is

preferred.

Experience: 6-10 years of experience in BPO, Customer Operations, E-commerce, Quick

Commerce, or large-scale service operations.

Strong understanding of Customer Service Operations, Vendor Management, and

Operational Excellence.

Hands-on experience in managing SM escalations, CSAT, Service Levels, and partner

performance.

Strong knowledge of operational metrics such as AHT, Productivity, Quality, Shrinkage, and

SLA management.

Experience in driving performance improvement through structured governance, data

analysis, and action planning.

Excellent stakeholder management skills with the ability to collaborate across internal and

external teams.

Strong analytical, problem-solving, and decision-making capabilities.

Excellent communication and influencing skills with a customer-first mindset.

High ownership, execution focus, and the ability to thrive in a fast-paced environment.