Director - Customer Delight

Zepto · India

Director - Customer Delight

We're looking for a strategic leader to head our Customer Experience function and build a world-class support organization that delivers exceptional customer outcomes while driving operational excellence.

Responsibilities, aka, what we’d like you to deliver :

• Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency
• Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery
• Build and strengthen governance frameworks, operational policies, SOPs, and quality standards
• Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams
• Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey
• Influence business decisions by working with senior stakeholders, providing strategic insights, and driving cross-functional initiatives

Key Skills and Qualifications:

• Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred.
• Demonstrated ability to engage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders.
• Experience in CX Strategy / Operations with 5+ years in a leadership role
• Strong understanding of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks

If you're passionate about leading high-performing teams, building scalable processes, and shaping the future of customer experience in a fast-paced environment, we'd love to hear from you.