Customer Experience Operations

Location: Bengaluru

As a CX Operations Manager – Social & Category Operations, you will be responsible for
managing customer experience across Scapia's social media channels and overseeing the
day-to-day operations of an assigned business category. You will drive end-to-end resolution
of customer complaints, govern external partner performance and coordinate effectively
with internal and external teams.

Key Responsibilities:

Social Media & Escalation Management
Own end-to-end resolution of customer complaints across social channels including
X, Instagram, Facebook, Linked In, Store Reviews.
Monitor social channels proactively to identify escalations, emerging trends,
recurring issues and potential high-impact complaints.
Govern the external agency handling social media responses and ensure adherence
to defined SLAs, quality and processes.
Own social media metrics including FRT, response and resolution TAT, closure %,
breach %, backlog and repeat complaints.
Take ownership of critical escalations and work with internal stakeholders to ensure
timely resolution.
Conduct RCA on recurring and critical social escalations and drive corrective actions.

Category Operations:
Oversee and manage daily operations for the assigned category to ensure seamless
execution of activities.
Own category-level SLA and breach metrics and ensure defined goals are met.
Analyze customer contacts, complaints and operational trends to identify process
gaps and improvement opportunities.
Work with Product, Design and other internal teams to prioritize customer issues and
implement process improvements.
Ensure SOPs and operational processes are updated regularly.

Reporting & Collaboration :
Own daily/weekly reporting and analysis of social and category performance,
providing actionable insights to leadership.
Collaborate closely with internal and external teams to ensure smooth process
execution and effective customer issue resolution.
Maintain governance with the external agency and ensure consistent performance
against agreed metrics.
Identify customer trends and insights and work with relevant teams to improve the
overall customer experience.

Skills &

Qualifications:

Bachelor's degree in any discipline.
7–10+ years of experience in Customer Experience, Social Media Operations,
Escalation Management or related roles.
Strong experience managing social media customer complaints and escalations
across multiple channels.
Strong analytical, problem-solving and stakeholder management skills.
Strong written and verbal communication skills with excellent customer-handling
abilities.
Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
Ability to work independently, manage multiple priorities and drive issues to closure.
Experience in Travel, Fintech or Credit Cards is a plus.