Director - Customer Delight
Zepto · India
FULL TIME
Job Description
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.