Operation Manager- Customer Delight

Swiggy

Bangalore, IN
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 06/09/2021
  • Website: swiggy.com
  • Company Address: Tower D, 9th Floor, IBC Knowledge Park, Bannerghatta Road, Bangalore – 560029, India

About Swiggy

Swiggy went from just 2 neighbourhoods in Bangalore in 2014 to become India’s largest on-demand delivery platform! We have made our mark in 500+ cities and our fleet of Delivery Partners has reached a staggering 2.25 lakh+ individuals, who are hard at work to offer unparalleled convenience for our consumers.

Job Description


Job Responsibilities:- 

  • Experience in Email and Chat process with expertise in driving Customer Satisfaction related deliverable. (Minimum 2-4 years’ experience in handling Chat process)

  • Very Strong Operational skills for managing a team of 80 plus. Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience.

  • Good experience in people management and passionate about customer experience

  • Ability to manage stress, experience in managing a challenging account

  • Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment

  • Manage Employee SAT on the floor

  • Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity

  • Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well

  • Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job, Excellent interpersonal skills

  • Analyze performance results and implement department improvements and Resolve escalated customer complaints


Desired Skills:-

  • 8 to 12 years of Industry Experience with minimum 2-3 years of experience as Operation Manager

  • Should be a graduate – any specialization

  • Should have handled multiple teams or team size of 80-100

  • Strategic thinker with strong articulation, storytelling, analytical and problem-solving skills

  • A high degree of customer centricity with demonstrated examples of going extra mile to ensure the right treatment for the end-user

  • Dynamic professional with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

  • Prior experience in balancing quality while managing a fast paced and rapidly growing environment 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.