Customer Experience Operations

Scapia; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Scapia is seeking a CX Operations Manager to oversee social and category operations from Bengaluru. You will lead end-to-end customer complaint resolution, govern external agency performance, and collaborate with internal teams to improve processes.

You will manage category-level SLAs, analyze operational trends, and deliver insights to leadership while ensuring timely resolutions and governance with partners.

Qualifications

• Bachelor's degree or equivalent required.
• 7–10+ years in Customer Experience, Social Media Operations or related roles.
• Proven experience handling social media complaints and escalations across multiple channels.

Responsibilities

• Own end-to-end resolution of customer complaints across social channels.
• Monitor social channels to identify escalations, trends, and recurring issues.
• Govern external agency performance and ensure adherence to SLAs and processes.
• Own social media metrics: FRT, response/closure times, backlog, and repeat complaints.
• Coordinate with internal stakeholders to ensure timely issue resolution.
• Conduct RCA on escalations and drive corrective actions.
• Oversee daily category operations to meet SLA and breach targets.
• Analyze complaints and trends to identify process gaps and improvements.
• Provide actionable insights to leadership through regular reporting.

Skills

Customer experience

Social media operations

Escalation management

Analytical skills

Stakeholder management

Communication skills

Excel

PowerPoint

Independent worker

Education

Bachelor's degree

Tools

Excel

PowerPoint

CX analytics tools

Job description

As a CX Operations Manager – Social & Category Operations, you will be responsible for managing customer experience across Scapia's social media channels and overseeing the day-to-day operations of an assigned business category. You will drive end-to-end resolution of customer complaints, govern external partner performance and coordinate effectively with internal and external teams.

Key Responsibilities:

• Own end-to-end resolution of customer complaints across social channels including X, Instagram, Facebook, LinkedIn, Store Reviews.
• Monitor social channels proactively to identify escalations, emerging trends, recurring issues and potential high-impact complaints.
• Govern the external agency handling social media responses and ensure adherence to defined SLAs, quality and processes.
• Own social media metrics including FRT, response and resolution TAT, closure %, breach %, backlog and repeat complaints.
• Take ownership of critical escalations and work with internal stakeholders to ensure timely resolution.
• Conduct RCA on recurring and critical social escalations and drive corrective actions.

Category Operations:

• Oversee and manage daily operations for the assigned category to ensure seamless execution of activities.
• Own category-level SLA and breach metrics and ensure defined goals are met.
• Analyze customer contacts, complaints and operational trends to identify process gaps and improvement opportunities.
• Work with Product, Design and other internal teams to prioritize customer issues and implement process improvements.
• Ensure SOPs and operational processes are updated regularly.
• Own daily/weekly reporting and analysis of social and category performance, providing actionable insights to leadership.
• Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution.
• Maintain governance with the external agency and ensure consistent performance against agreed metrics.
• Identify customer trends and insights and work with relevant teams to improve the

Skills & Qualifications:

• Bachelor's degree in any discipline.
• 7–10+ years of experience in Customer Experience, Social Media Operations, Escalation Management or related roles.
• Strong experience managing social media customer complaints and escalations across multiple channels.
• Strong analytical, problem-solving and stakeholder management skills.
• Strong written and verbal communication skills with excellent customer-handling abilities.
• Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
• Ability to work independently, manage multiple priorities and drive issues to closure.
• Experience in Travel, Fintech or Credit Cards is a plus.