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assistant manager - cx & ops Jobs in Mangaluru

assistant manager - cx & ops

assistant manager cx ops

Instamart

<div>
 
 
 Assistant Manager &ndash; Cx &amp; Ops
 
 
 
 
 
 Bangalore (On-Site)
 
 
 
 
 CREW
 
 is a premium personal assistant service designed to save customers time, money, and effort.
 
 
 Tailored To Meet The Demands Of Busy Professionals, CREW Offers a Comprehensive Range Of Services To Simplify Their Lives And Enhance Their Experiences
 
 
 <ul>
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 For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations.
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 Dining services include securing reservations at top restaurants, organizing private dining experiences, and curating menus for special occasions.
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 Our gifting solutions ensure thoughtful presents for any event, from sourcing unique items to arranging personalized packaging and delivery.
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 CREW also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport solutions.
 
 
 </li>
 </ul>
 Additionally, we assist with event planning, wellness services, and daily errands, delivering seamless support for every aspect of your lifestyle.
 
 
 By streamlining customers&rsquo; daily tasks and taking care of the details, CREW ensures that they can focus on what truly matters, whether it&rsquo;s work, family, or personal goals. With a commitment to efficiency, reliability, and personalized solutions, CREW empowers customers to live smarter, achieve more, and reclaim their time.
 
 
 
 About The Role
 
 
 
 You&rsquo;ll be responsible for overseeing the real-time operations of mission fulfillment: ensuring SLAs are met, managing exceptions, resolving issues proactively, maintaining visibility, and working with cross-functional stakeholders to ensure smooth service flow.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
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 Keep track of live mission status across the board&mdash;identify delays, bottlenecks or deviations early.
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 Coordinate with Captains / Team Leads / Ops to resolve urgent issues or escalations.
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 Define, monitor and enforce key operational metrics: turnaround time, fulfillment delays, missed deadlines, agent/captain productivity.
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 Maintain dashboards, status reports; escalate systematically when SLAs risk being breached.
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 Forecast demand and ensure staffing / captain availability to meet that demand especially during peak / nights / weekends.
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 Work with Ops / HR to manage shift rotas, ensuring proper coverage.
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 Identify recurring issues / patterns causing delays or inefficiencies; initiate process adjustments.
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 Collaborate with Tech / Product to build or enhance tools for greater visibility, automation of routine exception handling
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 Act as point of contact for cross-functional teams (Customer Experience, Product, Tech, Field Ops) for incidents, escalations.
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 Report on control tower&hyphen;level performance, areas of risk, proposed mitigations.
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 Ensure that SOPs for fulfillment, escalation, communication are followed.
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 Participate in post-incident reviews, root cause analysis, document learnings.
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 Maintain the premium tone and quality standards of Swiggy&rsquo;s RARE service.
 
 
 </li>
 </ul>
 
 Required Skills &amp; Qualifications
 
 
 
 <ul>
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 Must be based in Bangalore and open to rotational shifts (5-day work week including weekends).
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 3-5 years&rsquo; experience in operations / logistics / control tower or similar real-time operations in B2C / premium service settings
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 Proven ability to manage and lead small teams or at least lead across functions in high pressure / fast turn around scenario
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 Strong analytical / data handling skills; comfort with dashboards, metrics, tools.
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 Excellent problem solving &amp; decision making in real-time.
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 Strong communication &amp; stakeholder management.
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 Flexibility to work across shifts / night / weekends based on operations need.
 </li>
 </ul>
</div>

Assistant manager - Cx & Ops

Weekday AI (YC W21)

<div>
 
 This role is for one of the Weekday's clients
 
 
 
 Min Experience: 8 years
 
 
 Location: Bengaluru
 
 
 JobType: full-time
 
 
 We are looking for an experienced CX Head to lead our Customer Support and Operations function, ensuring world-class service delivery and long-term customer loyalty. The ideal candidate will have 8-10 years of expertise in customer support/service operations with a proven track record of scaling large teams, building efficient processes, and driving customer satisfaction.
 
 
 This is a strategic yet hands-on role that requires defining the CX vision, setting up scalable frameworks, and inspiring teams to consistently deliver excellence.
 
 
 
 Requirements
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead and scale the Customer Support &amp; Operations team, ensuring exceptional service across all channels.
 </li>
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 Define and implement robust CX processes, SLAs, and quality standards for efficiency and consistency.
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 Build, mentor, and retain a high-performing support and operations team.
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 Champion customer-centricity across the organization, creating feedback loops with product, tech, and business teams.
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 Utilize tools, automation, and analytics to enhance response times, satisfaction, and operational effectiveness.
 </li>
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 Establish and monitor KPIs including CSAT, NPS, resolution time, and SLAs.
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 Manage escalations, ensuring timely resolution of critical customer issues.
 </li>
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 Serve as the customer's voice in leadership discussions, influencing product and business strategies.
 
 
 </li>
 </ul>
 
 Key Requirements
 
 
 
 <ul>
 <li>
 8-10 years of experience in Customer Support / CX / Service Operations, preferably in FinTech, Consumer Tech, or other high-growth industries.
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 Proven track record of managing and scaling large, distributed teams.
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 Strong leadership and people management skills, with the ability to inspire and mentor talent.
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 Experience in building scalable processes, leveraging automation, and driving continuous improvement.
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 Data-driven mindset with hands-on expertise in support tools, CRM, and CX platforms.
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 Excellent communication, problem-solving, and stakeholder management skills.
 
 
 </li>
 </ul>
 
 What We're Looking For
 
 
 
 <ul>
 <li>
 A customer-obsessed leader who blends empathy with operational excellence.
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 A strategic thinker who can balance long-term vision with hands-on execution.
 </li>
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 Someone who thrives in fast-paced, high-growth environments.
 
 
 </li>
 </ul>
 
 Skills:
 
 Customer Support, Team Management, Operations
</div>

CX Head

Licious

<div>
 
 
 Have you got an awesome appetite for ?
 
 
 
 
 
 
 
 I. Operational Leadership:
 
 
 
 ● Oversee day-to-day operations of multiple Last Mile Hubs in Mumbai, ensuring smooth and efficient order processing, fulfillment, and delivery.
 
 
 ● Develop and implement operational strategies to optimize performance, reduce costs, and improve service levels.
 
 
 ● Monitor key performance indicators (KPIs) and take corrective actions to address any deviations.
 
 
 
 
 
 
 II. Team Management:
 
 
 
 ● Lead, mentor, and manage a large team of hub managers, delivery executives, and support staff.
 
 
 ● Conduct regular performance reviews, provide feedback, and identify training needs.
 
 
 ● Foster a positive and collaborative work environment that encourages teamwork and high performance.
 
 
 
 
 
 
 III. Customer Experience (CX) Focus:
 
 
 
 ● Ensure a customer-centric approach in all operational activities.
 
 
 ● Analyze customer feedback and data to identify areas for improvement and implement changes to enhance CX.
 
 
 ● Resolve customer escalations and issues promptly and effectively.
 
 
 
 
 
 
 IV. SLA and Service Standard Adherence:
 
 
 
 ● Ensure strict adherence to Service Level Agreements (SLAs) and service standards.
 
 
 ● Monitor delivery times, order accuracy, and other relevant metrics to ensure targets are met.
 
 
 ● Develop and implement processes to improve SLA performance and service quality.
 
 
 
 
 
 
 V. Business Acumen:
 
 
 
 ● Understand and analyze business metrics, including costs, revenue, and profitability.
 
 
 ● Identify opportunities for cost optimization and efficiency improvements.
 
 
 ● Stay updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators.
 
 
 
 
 
 
 VI. Process Improvement:
 
 
 
 ● Identify and implement process improvements to streamline operations, reduce waste, and increase efficiency.
 
 
 ● Utilize data analysis and problem-solving skills to identify bottlenecks and implement solutions.
 
 
 
 
 
 
 VII. Stakeholder Management:
 
 
 
 ● Collaborate with other departments, including supply chain, technology, and customer support, to ensure seamless operations.
 
 
 ● Build and maintain strong relationships with vendors, partners, and other stakeholders
 
 
 
 
 
 
 We hope that you..
 
 
 
 
 
 
 ● Have bachelor&rsquo;s degree in Business Administration, Operations Management, or a related field. MBA is preferred.
 
 
 ● Have minimum of 3+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics.
 
 
 ● Have proven experience in leading and managing large teams.
 
 
 ● Have strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models.
 
 
 ● Have strong customer orientation and understanding of CX principles.
 
 
 ● Have proficiency in using technology and data analysis tools.
 
</div>

City Operations Manager

Kapture CX

<div>
 
 
 Company Overview :
 
 
 
 
 
 
 Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that&rsquo;s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily customer operations should be made simple and efficient to meet all the endless demands of customers. Kapture is the preferred choice of leading brands, including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds, Jio, Prestige and many others to build a world-class customer support ecosystem. Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi/NCR and Florida. Our channel Partner network spans across 12 countries and powers
 
 
 500+ businesses globally to automate their sales and support.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
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 Edit and produce short-form and long-form videos for marketing campaigns, product demos, customer testimonials, and social media.
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 Work closely with the marketing and product teams to translate technical concepts into engaging visual stories.
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 Add motion graphics, animations, and text overlays to make videos more engaging.
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 Maintain brand guidelines and consistency across all video content.
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 Assist in repurposing webinar recordings, podcasts, and event footage into bite-sized clips.
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 Research industry trends to create fresh, engaging video formats suitable for B2B SaaS audiences.
 </li>
 </ul>
 
 
 Requirements
 
 
 
 
 
 <ul>
 <li>
 Pursuing or completed a degree/diploma in Media, Film, Communication, or a related field.
 </li>
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 Proficiency in video editing tools such as Adobe Premiere Pro, After Effects, Final Cut Pro, or DaVinci Resolve.
 </li>
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 Basic knowledge of motion graphics and animation.
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 Understanding of social media platforms (LinkedIn, YouTube, Twitter, Instagram) and their video requirements.
 </li>
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 Strong storytelling skills and attention to detail.
 </li>
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 Ability to work independently and meet deadlines in a fast-paced environment.
 </li>
 </ul>
 
 
 What You&rsquo;ll Gain
 
 
 
 
 
 <ul>
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 Hands-on experience in video editing for the B2B SaaS industry.
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 Opportunity to work on live projects that impact marketing and customer engagement.
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 Mentorship and guidance from experienced professionals.
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 A chance to build a portfolio with real-world SaaS-focused video content.
 </li>
 </ul>
 
 
</div>

Motion Graphic Designer

Albertsons Companies India

<div>
 
 
 About Albertsons Companies Inc.:
 
 
 
 As a leading food and drug retailer in the United States, Albertsons Companies, Inc. operates over 2,200 stores across 35 states and the District of Columbia. Our well-known banners across the United States, including Albertsons, Safeway, Vons, Jewel-Osco and others, serve more than 36 million U.S customers each week.
 
 
 We build and shape technology solutions that solve customers&rsquo; problems every day, making things easier for them when they shop with us online or in a store. We have made bold, strategic moves to migrate and modernize our core foundational capabilities, positioning ourselves as the first fully cloud-based grocery tech company in the industry.
 
 
 Our success is built on a one-team approach, driven by the desire to understand and enhance the customer experience. By constantly pushing the boundaries of retail, we are transforming shopping into an experience that is easy, efficient, fun and engaging.
 
 
 
 
 
 
 About Albertsons Companies India:
 
 
 
 At Albertsons Companies India, we're not just pushing the boundaries of technology and retail innovation, we're cultivating a space where ideas flourish and careers thrive. Our workplace in India is a vital extension of the Albertsons Companies Inc. workforce and important to the next phase in the company&rsquo;s technology journey to support millions of customers&rsquo; lives every day.
 
 
 At the Albertsons Companies India, we are raising the bar to grow across Technology &amp; Engineering, AI, Digital and other company functions, and transform a 165-year-old American retailer. At Albertsons Companies India associates collaborate directly with international teams, enhancing decision-making processes and organizational agility through exciting and pivotal projects. Your work will make history and help millions of lives each day come together around the joys of food and inspire their well-being.
 
 
 
 
 
 
 Position Title: Product Manager - Media Collective
 
 
 
 
 About the Role:
 
 
 
 We are looking for a strategic and execution-driven Product Manager to lead the evolution of our advertising and business systems. In this role, you will bridge business needs with technical solutions, defining and driving the roadmap for CRM, Order Management Systems (OMS), and ad platform capabilities. You will work closely with stakeholders across Sales, Sales Ops, Media Ops, and Engineering to ensure systems are optimized for scalability, automation, and growth.
 
 
 Your focus will be on identifying pain points across operations and business workflows, translating those into actionable product strategies, and partnering with cross-functional teams to build, enhance, and integrate platforms such as Salesforce, OMS, and leading ad servers.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
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 Define and execute the roadmap for digital advertising solutions and internal business systems (CRM, OMS, task management).
 </li>
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 Translate business problems into clear, actionable product strategies, requirements, and solution designs.
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 Drive system enhancements and automation to reduce manual workflows and improve the user experience.
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 Act as a key partner to engineering, ensuring business requirements are technically sound and delivered with impact.
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 Manage and optimize integrations with Salesforce and OMS platforms (e.g., ADvendio, Placement IO).
 </li>
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 Support system migrations and platform onboarding by serving as a subject matter expert and business advocate.
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 Lead cross-functional discovery and planning with stakeholders in Sales, Commercialization, Media Activation, and Ad Strategy.
 </li>
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 Collaborate with Customer Success and Ad Ops to resolve technical issues and campaign discrepancies.
 </li>
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 Monitor industry trends and identify opportunities for platform innovation and operational efficiency.
 </li>
 <li>
 Provide executive-level updates on key initiatives, risks, and platform performance.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 
 
 Required:
 
 
 <ul>
 <li>
 5+ years of product management experience in ad tech, media, or digital advertising environments.
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 Proven ability to translate complex business needs into scalable product solutions.
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 Hands-on experience with Salesforce CRM and OMS platforms such as AdVendio or Placement IO.
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 Familiarity with ad-serving technologies (GAM, DV360, Criteo, Meta, etc.).
 </li>
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 Excellent analytical, communication, and stakeholder management skills.
 </li>
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 Experience with Agile product development and cross-functional collaboration.
 </li>
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 Strong problem-solving mindset and attention to detail.
 </li>
 </ul>
 
 
 
 
 
 Must Have Skills:
 
 
 <ul>
 <li>
 Product Management
 </li>
 <li>
 Salesforce / CRM
 </li>
 </ul>
 
 
 
 
 
 Preferred:
 
 
 <ul>
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 Experience with programmatic platforms (DSPs, SSPs).
 </li>
 <li>
 Prior involvement in large-scale platform migrations or system overhauls
 </li>
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 Knowledge of advertising revenue management and sales operations tools.
 </li>
 <li>
 Ability to create clear user stories, process flows, and technical documentation.
 </li>
 </ul>
</div>

Product Manager [T500-20395]

LimeChat

<div>
 Link to Apply is at the bottom of the JD. Please read the requirements carefully before applying.About LimeChatWhy this role mattersOur Product team is scaling quickly. As an Associate Product Manager , you&rsquo;ll keep the engine humming by writing crisp docs, coordinating demos, and shepherding custom bot builds&mdash;from brief to ship. Your work frees senior PMs to focus on strategy while ensuring nothing slips through the cracks.ResponsibilitiesOwn product documentation: Maintain release notes, API guides, and internal wikis so everyone&mdash;from Sales to Support&mdash;has the latest intel.Draft feature PRDs: Translate fuzzy ideas into clear problem statements, user stories, and acceptance criteria.Build demo bots: Configure sandbox flows in our bot builder to wow prospects and investors.Client onboarding liaison: Gather requirements for custom implementations, align timelines, and manage feedback loops.Oversee custom bot development: Work with Design &amp; Engineering to scope, track, and deliver bespoke solutions on time.Market &amp; user research: Conduct quick competitor teardowns and user interviews to inform backlog prioritisation.Metrics &amp; QA: Define success metrics, run smoke tests, and monitor dashboards post-launch.Must-havesEarly-career product exposure: 0&ndash;2 yrs full-time or 2+ internships in product / consulting / engineering.Docs that sing: Provide a link or PDF sample of a PRD, API spec, or product wiki page you authored .Sprint ownership: Led &ge;2 Agile sprints in Jira/Linear&mdash;attach a brief summary in your r&eacute;sum&eacute; or application form.Data literacy: Can demo VLOOKUP, pivot tables, and run a basic SELECT &hellip; LIMIT 10 in SQL.Stakeholder translation: List one project where you gathered client requirements and shipped a feature within deadline.Prototype &amp; demo skills: Comfortable building a bot or API mock (Dialogflow / Postman / LangChain) and presenting it live.Nice-to-haveHands-on with no-code/chatbot builders (Dialogflow CX, Rasa, LangChain agents, WhatsApp Business APIs).Basic scripting in Python or JS for quick automations or API pokes.Familiarity with UX tools (Figma, Whimsical) and mapping customer journeys.Exposure to SaaS onboarding metrics (activation, time-to-value, NPS, NRR).Client-facing experience&mdash;requirements workshops, UAT support, or implementation projects.Certifications in product/agile (CSPO, AIPMM, PSM) or project management (PMP).Past work with analytics stacks (Mixpanel, Amplitude, Looker Studio) to track feature usage.Growth PathBenefitsUnlimited PTO / sick leave (minimum 15 days encouraged)Subsidised fitness membershipFree lunch and snacksAnnual company retreatBring your dog/cat to work 🐶How to ApplyDoes this role sound like a good fit? Apply here
 
 
 Choose &ldquo;Associate Product Manager (APM)&rdquo; in the dropdown.
</div>

Associate Product Manager

Yulu

<div>
 
 
 About Yulu
 
 
 
 Yulu is India&rsquo;s leading shared micro-mobility platform, revolutionizing urban transportation through smart, sustainable, and electric-first mobility solutions. With a rapidly growing fleet of tech-enabled electric two-wheelers and a robust battery-swapping infrastructure, Yulu makes last-mile commutes not only efficient but also planet-friendly.
 
 
 Our IoT-driven platform and smart electric vehicles are helping cities reduce traffic congestion and carbon emissions while empowering millions with affordable and reliable transportation.
 
 
 Backed by industry giants like Bajaj Auto and Magna International, Yulu operates at the intersection of mobility, technology, and sustainability. Our mission is to reduce congestion, cut emissions, and transform how India moves &mdash; one ride at a time.
 
 
 With millions of rides completed, thousands of EVs on the road, and a rapidly expanding footprint, we&rsquo;re not just building EVs &mdash; we&rsquo;re building the future of urban mobility in India.
 
 
 
 
 
 🔗 Learn more: www.yulu.bike
 
 
 
 
 
 
 Role Summary:
 
 
 
 We are looking for a detail-oriented and proactive Operations &amp; Automation Executive to join our team. This role demands proficiency in PowerPoint, Excel, analytics, and chatbot management. You will play a critical role in supporting internal operations, driving efficiency, and enhancing our customer support automation.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Presentation &amp; Reporting:
 
 </li>
 <li>
 Build and maintain impactful PowerPoint presentations for internal and external stakeholders.
 </li>
 <li>
 Translate data insights into visual formats for monthly/quarterly business reviews.
 </li>
 <li>
 
 Data &amp; Analytics:
 
 </li>
 <li>
 Work with large datasets using Excel (pivot tables, VLOOKUP, data visualization, etc.).
 </li>
 <li>
 Analyze trends from customer interactions and support data to generate actionable insights.
 </li>
 <li>
 Support weekly/monthly dashboards for leadership reviews.
 </li>
 <li>
 
 Chatbot Management:
 
 </li>
 <li>
 Own and update chatbot content, flows, FAQs, and fallback scenarios.
 </li>
 <li>
 Collaborate with CX and product teams to identify new opportunities for automation.
 </li>
 <li>
 Monitor chatbot performance metrics (such as drop-offs and resolution rates) and drive continuous improvement.
 </li>
 <li>
 
 Cross-functional Coordination:
 
 </li>
 <li>
 Liaise with internal teams (CX, product, tech) to ensure chatbot and reporting alignment.
 </li>
 <li>
 Work closely with outsourced partners for operational consistency and data integrity.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 2&ndash;4 years of relevant work experience in operations, analytics, or automation.
 </li>
 <li>
 Advanced Excel skills (data cleaning, formulas, pivoting, charts).
 </li>
 <li>
 Strong PowerPoint skills with a good design sense.
 </li>
 <li>
 Hands-on experience managing chatbots (e.g., Yellow.ai, Intercom, Freshchat, or similar platforms).
 </li>
 <li>
 Analytical mindset with a strong eye for detail.
 </li>
 <li>
 Comfortable working in fast-paced, high-growth environments.
 </li>
 <li>
 Basic understanding of customer support metrics and automation tools is a plus.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Experience in a B2C or mobility/tech startup environment.
 </li>
 <li>
 Working knowledge of Google Sheets, Looker Studio, or SQL (optional but preferred).
 </li>
 </ul>
 
 
</div>

Assistant Manager – Customer Support & Experience

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