Senior Manager- Customer Experience (Customer Support)

Role Overview

We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements.

Key Responsibilities

Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:

• Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs
• Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
• Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
• Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies
• Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
• Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

Skills & Qualifications

• 812+ years in Customer Service / Operations (Logistics preferred)
• Experience in managing cross-functional and high-dependency workflows
• Strong exposure to escalation management and L2 operations
• Hands-on with automation, dashboards, and process improvements
• Proficient in MS Excel, has experience with CRM and data tools
• Strong analytical, problem-solving, and communication skills

Key Traits

• High ownership and bias for action
• Ability to handle high-intensity environments with patience without compromising on pace
• Strong stakeholder management
• Customer-first mindset with focus on scalability and automation