Assistant Manager/ Manager - Client Experience (CX)

Shadowfax Technologies; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Shadowfax Technologies in Bengaluru is seeking a Manager CX to drive service performance for D2C/B2C key accounts, monitor daily health, pendencies, and escalations, and provide timely client updates to ensure service excellence.

You will coordinate with internal operations and network teams, maintain dashboards and trackers, and push end-to-end improvements through governance and data-driven insights to enhance customer experience outcomes.

Qualifications

• Prior experience in Logistics / E-commerce operations is mandatory.
• Strong analytical and problem-solving abilities.
• Proficient in MS Excel / Google Sheets and reporting tools.
• Strong communication and coordination across teams.

Responsibilities

• Monitor and drive daily performance metrics (SLA adherence, exceptions, pendency, aging, customer impact) for key accounts.
• Coordinate with internal operations and network teams to identify root causes and resolve pendency issues within defined timelines.
• Prepare, execute, and track POA for recurring issues and share progress updates with clients regularly.
• Align with cross-functional stakeholders to drive timely resolution of escalations and improve service metrics.
• Maintain dashboards and performance trackers; generate daily/weekly/monthly reports and actionable insights as required.
• Drive governance routines and closure discipline to ensure service gaps are tracked, owned, and resolved end-to-end.
• Support continuous improvement initiatives by identifying trends and recommending process/operational improvements.

Skills

Logistics experience

Analytical skills

Problem solving

Strong communication

MS Excel

Google Sheets

Stakeholder coordination

Ownership mindset

Tools

MS Excel

Google Sheets

Reporting tools

Job description

As the Manager CX, you will be responsible for driving service performance and improving end-to-end service metrics across D2C/ B2C key accounts. You will monitor daily account

health, manage pendencies and escalations, align internal stakeholders on action plans, and provide timely updates to clients to ensure service excellence and strong customer experience outcomes.

Key Responsibilities

• Monitor and drive daily performance metrics (SLA adherence, exceptions, pendency, aging, customer impact) for key accounts.
• Coordinate with internal operations and network teams to identify root causes and resolve pendency issues within defined timelines.
• Prepare, execute, and track POA (Plan of Action) for recurring issues and share progress updates with clients regularly.
• Align with cross-functional stakeholders to drive timely resolution of escalations and improve service metrics.
• Maintain dashboards and performance trackers; generate daily/weekly/monthly reports and actionable insights as required.
• Drive governance routines and closure discipline to ensure service gaps are tracked, owned, and resolved end-to-end.
• Support continuous improvement initiatives by identifying trends and recommending process/operational improvements.

What to Bring

• Prior experience in Logistics / E-commerce operations is mandatory.
• Strong logical reasoning, analytical skills, and proactive problem-solving approach.
• Proficiency in MS Excel / Google Sheets and reporting tools; ability to manage trackers and dashboards.
• Strong communication skills with the ability to coordinate across multiple teams and stakeholders.
• High ownership mindset with the ability to manage client expectations and deliver consistent service outcomes.

Role & responsibilities

Preferred candidate profile