Senior Manager - Customer Service
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 Delhivery's core values
Skills & Qualifications:
- 1. 8-12 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