Swiggy - Manager - Customer Experience & Operations

Employees will have the freedom to work remotely all through the year. These employees, who form a large majority, will come together in their base location for a week, once every quarter.

About the team :

Swiggy Genie is on its mission to be the most preferred and trusted intra-city Pickup and Drop off service for customers who want their tasks fulfilled effortlessly. With the service gaining a lot of traction over the last few years owing to increase in consumer love and relevance in 70 operating cities across India, we are striving to augment customer promise of enabling unparalleled convenience across all these cities by offering first-in class customer experience.

Job Responsibilities

- Improve Delivery Partner Experience by working closely with Operations, DE Experience, Customer Care and L&D Teams.

- Build and execute strategies by liaising with Operations, Product and Implementation Teams to improve Genie's operations

- Work closely with-Operations, Customer Care and Product Teams for building business use cases, solutioning- and implementing initiatives to improve overall customer and delivery experience

- Align and work closely with cross functional stakeholders by designing MOP/QOP targets for execution teams and solve for challenges to ensure targets are achieved.

- Creation and implementation of Key Strategic initiatives that will influence improvement in Customer Experience for Genie.

- Track , measure and drive the improvement of key factors which influence Customer NPS for Genie.

Desired Candidate:

- 3+ years of work experience in Customer experience/ Consulting/Strategy roles

- High ownership, accountability, and bias for action a must

- Good analytical skills with attention to details, high influencing skills and great communication skills (both verbal and written)

- Comfortable in ambiguous environments

- Should have worked in a cross functional environment having managed stakeholders including peers, seniors, juniors on whom there is high dependency to deliver one's own goals.

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