Customer Experience Operations

As a CX Operations Manager – Social & Category Operations, you will be responsible for

managing customer experience across Scapia's social media channels and overseeing the

day-to-day operations of an assigned business category. You will drive end-to-end resolution

of customer complaints, govern external partner performance and coordinate effectively

with internal and external teams.

Key Responsibilities:

• Social Media & Escalation Management
• Own end-to-end resolution of customer complaints across social channels including

X, Instagram, Facebook, LinkedIn, Store Reviews.

• Monitor social channels proactively to identify escalations, emerging trends,

recurring issues and potential high-impact complaints.

• Govern the external agency handling social media responses and ensure adherence

to defined SLAs, quality and processes.

• Own social media metrics including FRT, response and resolution TAT, closure %,

breach %, backlog and repeat complaints.

• Take ownership of critical escalations and work with internal stakeholders to ensure

timely resolution.

• Conduct RCA on recurring and critical social escalations and drive corrective actions.

Category Operations:

• Oversee and manage daily operations for the assigned category to ensure seamless

execution of activities.

• Own category-level SLA and breach metrics and ensure defined goals are met.
• Analyze customer contacts, complaints and operational trends to identify process

gaps and improvement opportunities.

• Work with Product, Design and other internal teams to prioritize customer issues and

implement process improvements.

• Ensure SOPs and operational processes are updated regularly.

Reporting & Collaboration :

• Own daily/weekly reporting and analysis of social and category performance,

providing actionable insights to leadership.

• Collaborate closely with internal and external teams to ensure smooth process

execution and effective customer issue resolution.

• Maintain governance with the external agency and ensure consistent performance

against agreed metrics.

• Identify customer trends and insights and work with relevant teams to improve the

overall customer experience.

Skills & Qualifications:

• Bachelor's degree in any discipline.
• 7–10+ years of experience in Customer Experience, Social Media Operations,
• Escalation Management or related roles.
• Strong experience managing social media customer complaints and escalations

across multiple channels.

• Strong analytical, problem-solving and stakeholder management skills.
• Strong written and verbal communication skills with excellent customer-handling

abilities.

• Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
• Ability to work independently, manage multiple priorities and drive issues to closure.
• Experience in Travel, Fintech or Credit Cards is a plus.