Senior Manager - CX - Goa

Delhivery; North Goa; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Delhivery is seeking a Senior Manager Customer Service to lead Geo operations, SLT escalations, and L2 support, driving faster resolutions and better customer experience. The role emphasizes automation-led process improvements, ownership, and cross-functional collaboration across Ops, Security, Recon, Product, and BD/KAM teams.

The ideal candidate has extensive experience in customer service/operations within logistics, strong escalation management skills, and the ability to implement

Qualifications

• 8–12+ years in Customer Service / Operations (Logistics preferred)
• Experience in managing cross-functional and high-dependency workflows
• Strong exposure to escalation management and L2 operations
• Hands-on with automation, dashboards, and process improvements
• Proficient in MS Excel, PowerPoint, and data tools
• Strong analytical, problem-solving, and communication skills

Responsibilities

• Lead Geo Operations (Regional Ownership) to manage CS performance across DCs and Service Centers
• Drive SLT escalation management with speed and accuracy across Ops, Product, Security and KAM
• Oversee L2 operations handling claims, investigations, and exceptions with cross-team coordination
• Identify and implement automation opportunities; partner with Product/Tech for system-driven workflows
• Use dashboards and data to monitor performance and drive improvement
• Conduct regular governance reviews with Ops, Security, Recon, Product, BD/KAM teams
• Lead and develop Team Managers and CS teams to drive accountability

Skills

CS Operations

Escalation management

Automation

Dashboards

MS Excel

PowerPoint

Data tools

Stakeholder management

Leadership

Tools

MS Excel

PowerPoint

Dashboards

Job description

Role Overview

We are hiring a Senior Manager Customer Service to lead Geo operations, SLT escalations, and L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements.

Key Responsibilities

1. Geo Operations (Regional Ownership)

• Manage CS performance across assigned DCs and Service Centers
• Drive coordination with Ops & Facility Security for faster resolutions
• Ensure TAT adherence, reduced aging, and improved shipment outcomes

2. SLT (Escalation Management)

• Handle high-priority escalations with speed and accuracy
• Manage high-anxiety scenarios with structured communication
• Collaborate with Ops, Product, Security, and KAM teams for closure

3. L2 Operations (Complex Case Handling)

• Lead teams handling claims, investigations, and exceptions
• Drive resolution with Recon, Security, and Ops dependencies
• Improve resolution quality, accuracy, and turnaround time

4. Process Improvement & Automation

• Identify and implement automation opportunities
• Partner with Product/Tech to build system-driven workflows
• Leverage dashboards and data for performance improvement

5. Stakeholder Management

• Drive alignment with Ops, Security, Recon, Product, BD/KAM teams
• Conduct regular reviews and governance cadences

6. Team Leadership

• Lead and develop Team Managers and CS teams
• Drive performance, accountability, and capability building

Key Metrics

• TAT adherence & aging reduction
• Resolution rate & first-time resolution
• SLT closure timelines
• L2 productivity & accuracy
• Automation impact & efficiency gains

Skills & Qualifications

• 8–12+ years in Customer Service / Operations (Logistics preferred)
• Experience in managing cross-functional and high-dependency workflows
• Strong exposure to escalation management and L2 operations
• Hands‑on with automation, dashboards, and process improvements
• Proficient in MS Excel, PowerPoint, and data tools
• Strong analytical, problem-solving, and communication skills

Key Traits

• High ownership and bias for action
• Ability to handle high-pressure environments
• Strong stakeholder management
• Customer‑first mindset with focus on scalability and automation

Why Join This Role

Opportunity to lead a critical function driving end-to-end customer experience, while building a scalable, automation‑driven CS ecosystem at Delhivery.