Director - Customer Delight

Zepto; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Zepto is seeking a strategic leader to head its Customer Experience function and build a world-class support organization focused on exceptional customer outcomes and operational excellence.

The role will define the CX strategy, lead workforce planning, governance, and quality standards, and collaborate with Product, Operations, and Business teams to solve complex operational challenges. You will influence senior leadership and drive cross-functional initiatives.

Qualifications

• Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred.
• Demonstrated ability to engage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders.
• Experience in CX Strategy / Operations with 5+ years in a leadership role
• Strong understanding of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks.

Responsibilities

• Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency
• Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery
• Build and strengthen governance frameworks, operational policies, SOPs, and quality standards
• Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams
• Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey
• Influence business decisions by working with senior stakeholders, providing strategic insights, and driving cross-functional initiatives

Skills

CX leadership

Stakeholder communication

Leadership experience

Contact center operations

Education

Tier 1 engineering institute

Premier business school

Job description

We're looking for a strategic leader to head our Customer Experience function and build a world-class support organization that delivers exceptional customer outcomes while driving operational excellence.

Responsibilities, aka, what we’d like you to deliver :

• Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency
• Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery
• Build and strengthen governance frameworks, operational policies, SOPs, and quality standards
• Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams
• Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey
• Influence business decisions by working with senior stakeholders, providing strategic insights, and driving cross-functional initiatives

Key Skills and Qualifications:

• Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred.
• Demonstrated ability to engage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders.
• Experience in CX Strategy / Operations with 5+ years in a leadership role
• Strong understanding of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks

If you're passionate about leading high-performing teams, building scalable processes, and shaping the future of customer experience in a fast-paced environment, we'd love to hear from you.