Manager - CX & Ops

About The Role

• Service Delivery: Oversee end-to-end execution of customer missions raised via the app, ensuring prompt assignment, resolution, and fulfillment throughout the night shift.
• 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 day shift; manage staffing and rotation to ensure continuous coverage.
• Process Adherence: Maintain and enforce SOPs for fulfillment and issue handling, keeping operations consistent and compliant overnight.
• Quality & Experience: Drive high-touch customer engagement and personalized service for premium clients; uphold CSAT standards and 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, agent efficiency, and provide insightful updates to leadership.
  

• 5–8 years’ experience in customer experience, service operations, or hospitality management—ideally in a premium or technology-enabled environment.
• Demonstrated ability to lead frontline teams (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, including weekends and holidays as per business rotation.
• Professional communication and stakeholder management skills.
• Openness to work weekends and night shifts on a rotational basis is mandatory