Operation and Customer Service Manager

HireFlexperts; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

HireFlexperts is seeking an Operations & Customer Experience Manager in Gurugram to oversee last-mile logistics and customer support operations. You will ensure efficient dispatch, deliveries, and pickups while addressing escalations to safeguard customer satisfaction.

The ideal candidate has 4–8 years in Operations or Logistics, strong analytical skills, and proven leadership, with proficiency in Excel and CRM tools to drive performance and improvements.

Qualifications

• 4–8 years of experience in Operations, Customer Experience, or Logistics.
• Strong analytical and reporting skills.
• Experience handling customer escalations and service recovery.
• Excellent cross-functional coordination and leadership abilities.
• Strong problem-solving and decision‑making skills.
• Proficiency in Excel and CRM/Operations management tools.

Responsibilities

• Monitor daily operations, including dispatch, deliveries, and pickups.
• Manage customer complaints (FIRs) and ensure timely resolution.
• Track operational metrics and analyze reports to identify process improvements.
• Handle high-priority customer escalations and consumer complaints.
• Lead and coach the customer support team, ensuring productivity and service quality.
• Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.
• Maintain operational discipline by monitoring attendance, reporting, and performance.
• Drive process improvements to reduce recurring issues and enhance customer satisfaction.

Skills

Operations management

Customer experience

Logistics

Data analysis

Leadership

Excel

CRM tools

Cross-functional coordination

Tools

CRM/Operations software

Job description

Job Title: Operations & Customer Experience Manager

Location: Gurugram

Job Type: Full-time

Role Overview

We are looking for a highly organized and data-driven Operations & Customer Experience Manager to oversee last-mile logistics and customer support operations. The ideal candidate will ensure seamless delivery and pickup processes, resolve customer escalations, improve operational efficiency, and collaborate with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities

• Monitor daily operations, including dispatch, deliveries, and pickups.
• Manage customer complaints (FIRs) and ensure timely resolution.
• Track operational metrics and analyze reports to identify process improvements.
• Handle high-priority customer escalations and consumer complaints.
• Lead and coach the customer support team, ensuring productivity and service quality.
• Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.
• Maintain operational discipline by monitoring attendance, reporting, and performance.
• Drive process improvements to reduce recurring issues and enhance customer satisfaction.

Required Skills & Qualifications

• 4–8 years of experience in Operations, Customer Experience, or Logistics.
• Strong analytical and reporting skills.
• Experience handling customer escalations and service recovery.
• Excellent cross-functional coordination and leadership abilities.
• Strong problem-solving and decision‑making skills.
• Proficiency in Excel and CRM/Operations management tools.