Operation and Customer Service Manager

Job Title: Operations & Customer Experience Manager

Location: Gurugram

Job Type: Full-time

Role Overview

We are looking for a highly organized and data-driven Operations & Customer Experience Manager to oversee last-mile logistics and customer support operations. The ideal candidate will ensure seamless delivery and pickup processes, resolve customer escalations, improve operational efficiency, and collaborate with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities

• Monitor daily operations, including dispatch, deliveries, and pickups.
• Manage customer complaints (FIRs) and ensure timely resolution.
• Track operational metrics and analyze reports to identify process improvements.
• Handle high-priority customer escalations and consumer complaints.
• Lead and coach the customer support team, ensuring productivity and service quality.
• Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.
• Maintain operational discipline by monitoring attendance, reporting, and performance.
• Drive process improvements to reduce recurring issues and enhance customer satisfaction.

Required Skills & Qualifications

• 4–8 years of experience in Operations, Customer Experience, or Logistics.
• Strong analytical and reporting skills.
• Experience handling customer escalations and service recovery.
• Excellent cross-functional coordination and leadership abilities.
• Strong problem-solving and decision-making skills.
• Proficiency in Excel and CRM/Operations management tools.