Sr Mgr - Customer Service (Goa)

Delhivery; Marra; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Delhivery Local is seeking a Senior Manager Customer Service to lead a large team, drive daily operations, SLT escalations, and L2 support with a strong focus on automation-driven improvements. The role emphasizes ownership, stakeholder management, and cross-functional alignment to enhance customer experience.

You will use dashboards to monitor performance, conduct governance cadences, and ensure fast, high-quality resolutions across channels, while maintaining a customer-first approach.

Qualifications

• 812+ 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, has experience with CRM and data tools
• Strong analytical, problem-solving, and communication skills

Responsibilities

• Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs
• Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
• Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
• Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies
• Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
• Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

Skills

Customer Service

Operations

Escalation Management

Automation

Dashboards

Stakeholder Management

Tools

CRM

MS Excel

Data Tools

Job description

Role Overview

We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, 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:

Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:

1. Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs


2. Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders


3. Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time


4. Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies


5. Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences


6. Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

Skills & Qualifications

1. 812+ years in Customer Service / Operations (Logistics preferred)


2. Experience in managing cross-functional and high-dependency workflows


3. Strong exposure to escalation management and L2 operations


4. Hands-on with automation, dashboards, and process improvements


5. Proficient in MS Excel, has experience with CRM and data tools


6. Strong analytical, problem-solving, and communication skills

Key Traits

1. High ownership and bias for action


2. Ability to handle high-intensity environments with patience without compromising on pace


3. Strong stakeholder management


4. Customer-first mindset with focus on scalability and automation