Swiggy - Manager - Operations & Customer Experience - Gifting Segment

Description: Manager - Operations & Customer Experience (Gifting)

We are looking for a high-energy, resourceful, and customer-obsessed Manager - Operations & CX to lead the day-to-day running of Crew's gifting concierge operations. This is a high-ownership role where you will manage people, processes, and performance to ensure we deliver the most delightful, timely, and high-quality gifting experiences to our users.

What You?ll Do:

- Lead and mentor Assistant Managers (Ops & CX) and Crew Captains, ensuring they consistently share the most relevant and exciting gifting options with users.

- Drive CSAT, GMV, conversions, and profitability as core success metrics.

- Maintain flawless user communication with a premium tone, attention to detail, and accuracy in every interaction.

- Monitor and improve TAT, ensuring speed without compromising quality.

- Solve operational challenges quickly and proactively to avoid delays or customer dissatisfaction.

- Curate and suggest great gifts in real time based on user needs, occasions, and budgets.

- Source products cost-effectively and efficiently while maintaining quality and timeliness.

- Build strong relationships with vendors and partners to ensure reliable deliveries and exclusive product access.

- Stay ahead of gifting trends, seasonal demand, and creative ideas to keep offerings fresh and inspiring.

- Create, implement, and drive Standard Operating Procedures (SOPs) to ensure consistency, scalability, and efficiency across the team.

- Train the operations team on processes, communication standards, and best practices for gifting curation and fulfilment.

- Work on continuous process improvement, identifying bottlenecks and implementing solutions to improve speed, quality, and customer satisfaction.

- Collaborate with tech and other teams to ensure operations becomes as AI-led as possible in the future, using automation and AI tools to improve efficiency, reduce manual effort, and scale without compromising quality.

Who You Are

- Highly resourceful and solutions-focused, with the ability to secure the best options quickly.

- Experienced in customer service, operations management, or CX leadership, ideally in a premium or high-touch service environment.

- Skilled at managing teams, building SOPs, and ensuring consistent execution.

- Strong at training, motivating, and developing team members.

- Comfortable working with tech teams and exploring AI-led solutions to streamline operations.

- Committed to delivering exceptional customer satisfaction while balancing speed, quality, and cost.

Why This Role Matters