Job
Description
The Manager role in the CREW business unit based in Bangalore, reporting to the Senior Manager CX & Operations, is responsible for ensuring seamless operations and delivering premium customer experiences for the AI-powered Personal Concierge service. This position involves leading and coordinating frontline teams to efficiently fulfill mission requests, manage live service quality, address escalations, and ensure operational continuity overnight. Key Responsibilities: - Service Delivery: Supervise the end-to-end execution of customer missions raised via the app during the night shift, ensuring prompt assignment, resolution, and fulfillment. - Live Operations Management: Actively monitor service dashboards, track ticket status, and intervene for mission escalations, quality issues, or urgent client needs. - Team Supervision: Lead and support Team Leads and Captains, conduct handover meetings with the day shift, manage staffing, and rotation to ensure continuous coverage. - Process Adherence: Maintain and enforce SOPs for fulfillment and issue handling to keep operations consistent and compliant overnight. - Quality & Experience: Drive high-touch customer engagement and personalized service for premium clients, uphold CSAT standards, and ensure efficient turnaround times. - Incident Management: Respond rapidly to operational issues, emergencies, or technology outages, coordinating with cross-functional teams as required. - Reporting: Maintain nightly logs for mission metrics, ticket volumes, escalations, and agent efficiency, providing insightful updates to leadership. Key Requirements: - 5-8 years of experience in customer experience, service operations, or hospitality management, preferably in a premium or technology-enabled environment. - Demonstrated ability to lead frontline teams of 15 members or more in fast-paced shift-based roles. - Excellent problem-solving, crisis management, and decision-making skills during off-peak/overnight hours. - Strong operational discipline, data-driven mindset, and attention to service detail. - Familiarity with tech-enabled service platforms and basic automation tools. - Willingness to work night shifts, weekends, and holidays as per business rotation. - Professional communication and stakeholder management skills. Success in this Role: Success in this role will be achieved by delivering uninterrupted overnight service, resolving issues quickly, maintaining team productivity, and ensuring high customer satisfaction and operational efficiency in collaboration with cross-functional teams and the Senior Manager CX & Ops.,
