Senior Program Manager - Customer Delight

Senior Manager I – Customer Delight

Customer Delight Department

No long introductions — straight to impact. Zepto speed.

Responsibilities, aka, what we’d like you to deliver :

Own and drive high-impact CX programs across Customer Delight operations, ensuring measurable improvements in customer experience and service quality.

Lead end-to-end program management — from problem identification, solution design, pilot execution, to full-scale rollout.

Translate customer insights, defect trends, and operational data into structured action plans.

Build and manage capacity and demand planning models to ensure optimal staffing, productivity, and SLA adherence.

Track and improve key CX metrics such as CSAT, NPS, FCR, AHT, TAT, defect rates, and escalation volumes.

Partner closely with Operations, Product, Tech, Category, and Supply Chain teams to resolve systemic customer pain points.

Design dashboards and automate reporting using SQL and Advanced Excel to enable real-time decision-making.

Conduct deep-dive analyses to identify cost-saving and efficiency improvement opportunities across processes.

Drive governance cadences (WBR/MBR/QBR), present structured insights to leadership, and influence strategic decisions.

Build scalable frameworks, SOPs, and playbooks to standardize best practices across locations and teams.

Are you who we’re searching for?

Qualification: Graduate / MBA preferred

Experience: 6–10 years in Program Management, Customer Experience (CX), Operations Planning, or E-commerce environments

Strong hands-on expertise in SQL, Advanced Excel (complex formulas, dashboards, automation), and data storytelling

Deep understanding of customer metrics and operational planning levers

Proven ability to manage cross-functional stakeholders and drive alignment without direct authority

Structured thinker with strong analytical, problem-solving, and execution capabilities

High ownership mindset with bias for action in fast-paced environments