Director - Customer Delight

Zepto; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Zepto is seeking a strategic leader to head the Customer Experience function in Bengaluru, building a world-class support organization focused on exceptional customer outcomes and operational excellence. Your remit includes defining the CX strategy, workforce planning, governance, and scaling teams while partnering with Product, Operations, and Business units to elevate the customer journey.

You will engage senior leadership and drive cross-functional initiatives to shape a superior customer

Qualifications

• 5+ years in a leadership role within CX strategy/operations.
• Strong experience with contact center operations, workforce management, and governance.

Responsibilities

• Define and execute the overall CX strategy to enhance customer satisfaction and operational efficiency.
• Own workforce planning and capacity management for staffing and service delivery.
• Build governance frameworks, SOPs, and quality standards.
• Lead and scale CX teams including Agents, Workforce Planning, Governance & SOP, and ORM.
• Partner with Product, Operations, Supply Chain, and Business teams to solve operational challenges and elevate the customer journey.
• Influence senior stakeholders and drive cross-functional initiatives.

Skills

CX Strategy

Leadership

Stakeholder communication

Operational excellence

Workforce planning

Education

Tier 1 engineering institute or 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