Assistant Manager - Cx & Ops
Bangalore (On-Site) 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: . For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations. . Dining services include securing reservations at top restaurants, organizing private dining experiences, and curating menus for special occasions. . Our gifting solutions ensure thoughtful presents for any event, from sourcing unique items to arranging personalized packaging and delivery. . CREW also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport solutions. Additionally, we assist with event planning, wellness services, and daily errands, delivering seamless support for every aspect of your lifestyle.By streamlining customers daily tasks and taking care of the details, CREW ensures that they can focus on what truly matters, whether it's work, family, or personal goals. With a commitment to efficiency, reliability, and personalized solutions, CREW empowers customers to live smarter, achieve more, and reclaim their time. About the Role:You'll be responsible for overseeing the real-time operations of mission fulfillment: ensuring SLAs are met, managing exceptions, resolving issues proactively, maintaining visibility, and working with cross-functional stakeholders to ensure smooth service flow. Key Responsibilities: . Keep track of live mission status across the board-identify delays, bottlenecks or deviations early. . Coordinate with Captains / Team Leads / Ops to resolve urgent issues or escalations. . Define, monitor and enforce key operational metrics: turnaround time, fulfillment delays, missed deadlines, agent/captain productivity. . Maintain dashboards, status reports escalate systematically when SLAs risk being breached. . Forecast demand and ensure staffing / captain availability to meet that demand especially during peak / nights / weekends. . Work with Ops / HR to manage shift rotas, ensuring proper coverage. . Identify recurring issues / patterns causing delays or inefficiencies initiate process adjustments. . Collaborate with Tech / Product to build or enhance tools for greater visibility, automation of routine exception handling . Act as point of contact for cross-functional teams (Customer Experience, Product, Tech, Field Ops) for incidents, escalations. . Report on control tower?level performance, areas of risk, proposed mitigations. . Ensure that SOPs for fulfillment, escalation, communication are followed. . Participate in post-incident reviews, root cause analysis, document learnings. . Maintain the premium tone and quality standards of Swiggy's RARE service. Required Skills & Qualifications: . Must be based in Bangalore and open to rotational shifts (5-day work week including weekends). . 3-5 years experience in operations / logistics / control tower or similar real-time operations in B2C / premium service settings . Proven ability to manage and lead small teams or at least lead across functions in high pressure / fast turn around scenario . Strong analytical / data handling skills comfort with dashboards, metrics, tools. . Excellent problem solving & decision making in real-time. . Strong communication & stakeholder management. . Flexibility to work across shifts / night / weekends based on operations need.
