Senior Manager - Customer Experience

Role & responsibilities

• Lead and resolve complex / high-impact customer escalations end-to-end.
• Personally handle the most sensitive or ambiguous cases requiring strong judgment.
• Build a customer-first approach while balancing business context and fairness.
• Investigate issues using case history, data, and stakeholder inputs to identify root causes.
• Drive resolution with Operations, Product, Quality, Trust & Safety, and other teams.
• Identify recurring issues and turn escalations into actionable business improvements.
• Coach the team on problem-solving, communication, judgment, and escalation handling.

Preferred candidate profile

• 5 to 7 years of experience in Customer Experience, Escalations, Operations, or similar roles.
• Strong customer obsession and ability to handle challenging customer situations with empathy.
• Excellent problem-solving and decision-making skills in ambiguous situations.
• Strong stakeholder management and communication skills.
• Comfortable using data and insights to make decisions.
• High ownership and ability to solve beyond the immediate customer issue.
• Prior people-management/team-lead experience preferred.
• Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.