Manager - Cx & Ops (Gifting)

Manager - Operations & Customer Experience (Gifting)

What You’ll Do

• 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, ensuring they consistently share the most 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.
• Build strong relationships with vendors and partners to ensure 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.
• Train the operations team on processes, communication standards, and best practices for gifting curation and fulfilment.
• Work on continuous process improvement, identifying bottlenecks and implementing solutions to improve speed, quality, and customer satisfaction.
• Collaborate with tech and other teams to ensure operations becomes as AI-led as possible in the future , using automation and AI tools to improve efficiency, reduce manual effort, and scale without compromising quality.
  

Who You Are

• 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.
  

Why This Role Matters