Jumbotail
Website:
jumbotail.com
Job details:
Senior ManagerTeam : Customer Delight Location: Bangalore
ABOUT US
Jumbotail is the gateway to India’s mass market consumption. The Jumbotail ecosystem has the following in-house, proprietary platforms
- B2B online marketplaces (Jumbotail and Solv), multicategory – (Staples, Packaged Foods, FMCG, Apparels & Fashion, Footwear, Home Furnishing, Toys & Sports, Consumer Electronics), connecting thousands of mom & pop retail stores (“Kiranas”) with brands, SME manufacturers, and sellers, across India.
- Supply Chain & Logistics –inhouse full stack proprietary tech powered for logistics for grocery, and 3p integrated logistics for lifestyle and consumer electronics categories, serving across India.
- Fintech platform for SME Lending (Solv - Anchor based Supply Chain Financing for offline distribution of leading brands/manufacturers, and Fintech platform for providing access to working capital credit for retailers and sellers in the in B2B marketplace , and
- J24 branded convenience grocery stores, owned and operated by kirana entrepreneurs, powered by Jumbotail's New Retail platform and playbook consisting of J24 consumer branding, in-store GoldenEye retail technology, data driven product selection and merchandising insights, integrated supply chain with daily store fulfilments, Greencard loyalty program and payment solutions.
We are reimagining and reengineering the mass market retail ecosystem through intelligent technology, intuitive design, innovative business, fintech, and supply chain models. We are building products, platforms and services for the next billion people of India, who have fundamentally different needs - access, language, selection, supply chain, financial, cultural, and the like. We are poised to become the most scalable, efficient gateway platform to serve mass market consumption in India. Our market potential is huge - in the order of hundreds of billions of dollars.
We are a passionate team driven by our sense of purpose to solve a critical real-world problem. Each team member will have significant ownership of key components that go into the next generation e-commerce, supply chain, demand generation, and credit technology platforms and services that we are building.
The work you will do at Jumbotail will impact real lives and bring a lasting positive change for the next billion people of India. We promise a fun, fast paced ride with some of the smartest people, with full of opportunities to learn and grow, and leave a legacy.
Jai Jawan, Jai Kisan, Jai Dukaan!
ABOUT THE ROLE
As a Senior Manager – Customer Delight at Jumbotail, you will own Customer Delight Operations and be responsible for delivering a consistent, efficient and high-quality customer experience across voice, chat and ticketing channels.
You will lead the Customer Delight leadership team, drive key customer experience and operational metrics, improve processes and productivity, and work closely with cross-functional teams to identify and resolve customer pain points.
The role will also own key Customer Delight technology platforms and external partners, and drive the adoption of automation, AI and data-led solutions to improve customer experience and operational efficiency.
JOB DESCRIPTION
Customer Experience & Operations
Own the end-to-end Customer Delight operating performance.
Ensure agreed service levels, quality standards and customer experience metrics are consistently achieved.
Monitor customer contact drivers, repeat contacts, escalations and unresolved cases.
Drive proactive interventions for high-impact customer issues.
People Leadership
Lead and develop the Customer Delight leadership team.
Set clear goals, review performance and build capability through coaching and structured development.
Build a high-performance culture with strong ownership and accountability.
Ensure effective manpower planning and succession planning.
Process Excellence
Identify operational gaps and drive RCA-based improvements.
Simplify customer journeys and reduce avoidable customer contacts.
Standardise processes, SOPs and governance mechanisms across Customer Delight.
Drive automation and technology-led improvements.
Cross-functional Collaboration
Partner with Product, Tech, SCM, Category and Business teams to resolve recurring customer issues.
Translate customer feedback into actionable business and product improvements.
Establish clear ownership and TATs for customer-impacting issues.
Represent the voice of the customer in business reviews and decision-making.
Data & Performance Management
Build and maintain dashboards for key CX and operational metrics.
Use data to identify trends, gaps and opportunities.
Conduct regular performance reviews and drive action plans.
Track improvement initiatives from problem identification to measurable closure.
Key Responsibilities:
- Own Customer Delight performance across Jumbotail and Solv.
- Drive key metrics including Answer Level, CSAT, FRT, Resolution Time, Repeat %, Quality and Productivity.
- Lead and develop Managers, Team Leaders and Customer Delight Executives.
- Drive capacity planning, manpower utilisation and productivity.
- Identify customer pain points and drive structured RCA and corrective actions.
- Own critical customer escalations and ensure resolution within defined TATs.
- Partner with Product, Technology, Supply Chain, Category and Operations teams to resolve recurring customer issues.
- Drive process improvements to reduce customer effort and repetitive contacts.
- Lead automation, AI and self-service initiatives across Customer Delight.
- Build dashboards and operating mechanisms to track performance and drive actions.
- Manage key Customer Delight platforms and partners including Freshworks, Exotel, SMS & Voice providers, Airtel, Jio and Truecaller.
- Review and improve Customer Delight policies, SOPs and processes.
- Coach and mentor the Customer Delight leadership team and build a strong culture of ownership, problem solving and continuous improvement.
Qualification and Experience
- Bachelor's degree in any discipline; MBA or equivalent qualification is an added advantage.
- 8–12 years of experience in Customer Experience, Customer Delight, Customer Service, Contact Centre or Operations.
- Experience managing large-scale customer support/contact centre operations across voice, chat and ticketing.
- Experience managing managers/team leaders and large frontline teams.
- Strong experience in CX metrics, workforce planning, productivity, quality and service-level management.
- Experience working with cross-functional teams across Product, Technology, Operations and Supply Chain.
- Experience managing CRM, ticketing and contact-centre platforms.
- Exposure to automation, AI and process improvement initiatives is preferred.
Must have skills
- Strong people leadership and team management skills.
- Strong understanding of Customer Experience and Contact Centre operations.
- Strong analytical and data-driven problem-solving skills.
- Strong stakeholder management and communication skills.
- Ability to drive RCA, process improvement and issue resolution.
- Strong ownership and execution orientation.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong understanding of CRM, ticketing and contact centre technologies.
- Ability to identify and implement automation and AI-led opportunities.
- Strong customer-first mindset with a focus on continuous improvement.
- Ability to work effectively with senior leadership and cross-functional teams.
- Strong understanding of operational metrics, dashboards and performance management.
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