Manager - CX & Ops (Travel)

Business Unit:

Location:

About the Business

Swiggy is building a premium lifestyle and travel service that combines AI-powered technology with a dedicated human concierge team to bring unparalleled convenience in lives for high-value customers. The business caters to use cases across travel planning, restaurant reservations, event and gifting arrangements, document assistance, hyperlocal pick-ups, and more all fulfilled seamlessly.

Role Overview

We seek a Manager - CX & Operations to lead world-class service and operational excellence for the travel vertical. You will oversee the complete fulfillment journey from request to solution via frontline teams, drive superior customer experiences, implement process improvements, and collaborate with tech to maximize travel automation and personalization.

Key Responsibilities

• Travel Service Excellence: Oversee premium travel planning, recommendations, bookings, and fulfillment for customer requests; monitor live missions for smooth execution and timely escalation handling.
• Operations Management: Lead and coach Team Leads and Captains specializing in travel; optimize assignment, resolution speed, and captain productivity on travel tickets.
• Process Innovation: Develop and refine SOPs specific to travel fulfillment, ticketing, cancellations, changes, and emergency requests; ensure operational consistency and compliance.
• Tech Collaboration: Work with engineering and product teams to enable AI-driven travel workflows, enhance intelligent itinerary building, and automate routine reservations.
• Workforce Planning: Hire, train, and schedule adequate staff with travel expertise, ensuring seamless coverage across service hours including weekends on a rotational basis.
• Quality and Performance: Use operational and customer data to spot trends, identify bottlenecks, drive service improvements, and maintain elevated customer satisfaction throughout the travel experience.

Key Requirements

• From good Tier 1/ 2 colleges
• 5 -8 years experience in tech based B2C companies or travel operations
• Demonstrated ability in managing large, shift-based teams and leading customer fulfillment in travel/tourism verticals.
• Strong operational discipline, crisis management, and data-driven approach to problem-solving.
• Tech-savvy mindset with experience of AI-enabled service delivery and automation in travel planning.
• High attention to detail and commitment to service excellence for affluent customers.
• Professional stakeholder management and communication skills.
• Must be open to working weekends and holidays on a rotational schedule.

Success in this Role

Success will be measured by delivering personalized, seamless travel solutions; optimizing team productivity and turnaround times; maintaining best-in-class customer satisfaction and service reliability; and increasing the proportion of travel requests fulfilled through intelligent automation.