Assistant manager Cx & Ops (Gifting)

Swiggy

2 - 6 years

5 - 9 Lacs

bengaluru

Posted:6 hours ago| Platform:

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Skills Required

standard operating procedures operations ops tat customer service leadership process improvement csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee daily gifting concierge operations, ensuring smooth workflows and timely execution from request to delivery.
Lead and mentor Assistant Managers (Ops & CX) and Crew Captains to ensure they share relevant and exciting gifting options with users.
Drive CSAT, GMV, conversions, and profitability as core success metrics.
Maintain flawless user communication with a premium tone, attention to detail, and accuracy in every interaction.
Monitor and improve TAT, ensuring speed without compromising quality.
Solve operational challenges quickly and proactively to avoid delays or customer dissatisfaction.
Curate and suggest great gifts in real-time based on user needs, occasions, and budgets.
Source products cost-effectively and efficiently while maintaining quality and timeliness, building strong relationships with vendors and partners for reliable deliveries and exclusive product access.
Stay ahead of gifting trends, seasonal demand, and creative ideas to keep offerings fresh and inspiring.
Create, implement, and drive Standard Operating Procedures (SOPs) to ensure consistency, scalability, and efficiency across the team, training the operations team on processes, communication standards, and best practices for gifting curation and fulfillment.
Work on continuous process improvement, identifying bottlenecks and implementing solutions to improve speed, quality, and customer satisfaction, collaborating with tech and other teams to ensure operations becomes AI-led as possible in the future.

Job Requirements

Passionate about gifting with a strong sense of curation, style, and cultural relevance.
Highly resourceful and solutions-focused, with the ability to secure the best options quickly.
Experienced in customer service, operations management, or CX leadership, ideally in a premium or high-touch service environment.
Skilled at managing teams, building SOPs, and ensuring consistent execution.
Strong at training, motivating, and developing team members.
Comfortable working with tech teams and exploring AI-led solutions to streamline operations.
Committed to delivering exceptional customer satisfaction while balancing speed, quality, and cost.
You will be the driving force behind Crews gifting front-end experience, ensuring seamless user interactions, timely deliveries, and thoughtful gift recommendations. By building strong processes and integrating AI into operations, you will help Crew scale faster and more efficiently while maintaining an exceptional standard of service.

About Company

CREW is a premium personal assistant service designed to save customers time, money, and effort. Tailored to meet the demands of busy professionals, CREW offers a comprehensive range of services to simplify their lives and enhance their experiences.

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