Zepto
Website:
zeptonow.com
Company:
https://www.linkedin.com/company/zeptonow
Seniority: Mid-Senior level
Industries: Internet Marketplace Platforms and Transportation, Logistics, Supply Chain and Storage
Job details:
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.
Click on Apply to know more.
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