Senior Manager Customer Experience & Operations

Function: Customer Experience & Operations

Business: Instamart

Location: Bangalore / Pan-India

Experience: 36 years

Education: MBA or equivalent

About the Role:

We are looking for a high-impact professional to lead Customer Experience (CX) for Instamart at a Pan-India level, with a strong focus on delivery and operational excellence.

The role will be responsible for ensuring a superlative delivery experience for customers, with ownership across key metrics such as serviceability, delivery speed, on-time delivery and operational compliance.

As part of the CEO's Office, the role will also work on high-priority strategic initiatives spanning warehouse operations, pods, delivery operations, network expansion and inventory. This is a high-visibility role that requires strong problem-solving, analytical thinking and the ability to work closely with senior stakeholders and operational teams.

Key Responsibilities:

- Own and drive Pan-India Customer Experience strategy, with a specific focus on delivery operations.

- Drive improvements across serviceability, delivery speed, on-time delivery and operational compliance.

- Identify customer and operational pain points by analysing data, processes and business performance.

- Work closely with Operations and cross-functional teams to identify root causes and underlying issues.

- Structure ambiguous and complex business problems and develop data-backed solutions.

- Design and implement scalable processes in collaboration with Operations teams to resolve recurring issues and maintain operational controls.

- Lead strategic projects across warehouse, pod and delivery operations, network expansion and inventory.

- Partner with multiple stakeholders across Operations, Product, Analytics, Supply Chain and other functions to drive project execution.

- Develop business cases, financial models and analytical frameworks to support decision-making.

- Track project outcomes through dashboards and key business metrics and ensure timely course correction.

- Present complex, data-driven insights and recommendations to senior business leaders.

- Independently manage multiple high-priority initiatives while ensuring timely delivery and measurable business impact.

- Leverage AI tools, analytics and dashboards to improve problem-solving, decision-making and operational efficiency.

What We're Looking For:

- MBA or equivalent degree from a reputed institution.

- 36 years of relevant experience in management/strategic consulting, corporate development, business strategy, operations strategy or similar roles.

- Strong track record of owning and delivering high-impact business projects.

- Experience in e-commerce, quick commerce, digital media, retail or customer experience businesses is preferred but not mandatory.

- Strong analytical and problem-solving capabilities, with the ability to break down ambiguous problems into structured workstreams.

- Advanced business and financial modelling skills.

- Strong proficiency in data analysis, dashboards and business intelligence tools, with an ability to leverage AI tools effectively.

- Demonstrated ability to work independently as well as collaboratively with cross-functional teams.

- Ability to manage multiple challenging priorities in a fast-paced environment and drive projects to completion.

- Strong business judgement with the ability to translate analysis into actionable recommendations.

- Excellent communication, stakeholder management and presentation skills, with the ability to influence and communicate effectively with senior business leaders.

What Success Looks Like:

- Improved customer delivery experience across Instamart.

- Better serviceability, delivery speed and on-time delivery performance.

- Stronger operational compliance and process adherence.

- Successful execution of strategic initiatives across warehouse, pod, delivery, network and inventory operations.

- Identification and resolution of root-cause operational issues through scalable processes.

- Clear, data-driven recommendations that enable faster and better business decisions.