<h3><strong>Job Title: Operations &amp; Customer Experience Manager</strong></h3><p><strong>Location:</strong> Gurugram</p><p><strong>Job Type:</strong> Full-time</p><p><br /></p><h3><strong>Role Overview</strong></h3><p>We are looking for a highly organized and data-driven <strong>Operations &amp; Customer Experience Manager</strong> 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.</p><p><br /></p><h3><strong>Key Responsibilities</strong></h3><ul><li>Monitor daily operations, including dispatch, deliveries, and pickups.</li><li>Manage customer complaints (FIRs) and ensure timely resolution.</li><li>Track operational metrics and analyze reports to identify process improvements.</li><li>Handle high-priority customer escalations and consumer complaints.</li><li>Lead and coach the customer support team, ensuring productivity and service quality.</li><li>Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.</li><li>Maintain operational discipline by monitoring attendance, reporting, and performance.</li><li>Drive process improvements to reduce recurring issues and enhance customer satisfaction.</li></ul><p><br /></p><h3><strong>Required Skills &amp; Qualifications</strong></h3><ul><li>4–8 years of experience in Operations, Customer Experience, or Logistics.</li><li>Strong analytical and reporting skills.</li><li>Experience handling customer escalations and service recovery.</li><li>Excellent cross-functional coordination and leadership abilities.</li><li>Strong problem-solving and decision-making skills.</li><li>Proficiency in Excel and CRM/Operations management tools.</li><li>Excellent communication and stakeholder management skills.</li></ul><h3><br /></h3>