Swiggy - Senior Manager - Customer Experience & Operations

Senior Manager Customer Experience & Operations
Function: Customer Experience & Operations
Business: Instamart
Location: Bangalore / Pan-India
Experience: 36 years
Education: MBA or equivalent
About the Role:
We are looking for a high-impact professional to lead Customer Experience (CX) for Instamart at a Pan-India level, with a strong focus on delivery and operational excellence.
The role will be responsible for ensuring a superlative delivery experience for customers, with ownership across key metrics such as serviceability, delivery speed, on-time delivery and operational compliance.

As part of the CEO's Office, the role will also work on high-priority strategic initiatives spanning warehouse operations, pods, delivery operations, network expansion and inventory. This is a high-visibility role that requires strong problem-solving, analytical thinking and the ability to work closely with senior stakeholders and operational teams.
Key Responsibilities:
- Own and drive Pan-India Customer Experience strategy, with a specific focus on delivery operations.
- Drive improvements across serviceability, delivery speed, on-time delivery and operational compliance.
- Identify customer and operational pain points by analysing data, processes and business performance.
- Work closely with Operations and cross-functional teams to identify root causes and underlying issues.
- Structure ambiguous and complex business problems and develop data-backed solutions.
- Design and implement scalable processes in collaboration with Operations teams to resolve recurring issues and maintain operational controls.
- Lead strategic projects across warehouse, pod and delivery operations, network expansion and inventory.
- Partner with multiple stakeholders across Operations, Product, Analytics, Supply Chain and other functions to drive project execution.
- Develop business cases, financial models and analytical frameworks to support decision-making.
- Track project outcomes through dashboards and key business metrics and ensure timely course correction.
- Present complex, data-driven insights and recommendations to senior business leaders.
- Independently manage multiple high-priority initiatives while ensuring timely delivery and measurable business impact.
- Leverage AI tools, analytics and dashboards to improve problem-solving, decision-making and operational efficiency.
What We're Looking For:
- MBA or equivalent degree from a reputed institution.
- 36 years of relevant experience in management/strategic consulting, corporate development, business strategy, operations strategy or similar roles.
- Strong track record of owning and delivering high-impact business projects.
- Experience in e-commerce, quick commerce, digital media, retail or customer experience businesses is preferred but not mandatory.
- Strong analytical and problem-solving capabilities, with the ability to break down ambiguous problems into structured workstreams.
- Advanced business and financial modelling skills.
- Strong proficiency in data analysis, dashboards and business intelligence tools, with an ability to leverage AI tools effectively.
- Demonstrated ability to work independently as well as collaboratively with cross-functional teams.
- Ability to manage multiple challenging priorities in a fast-paced environment and drive projects to completion.
- Strong business judgement with the ability to translate analysis into actionable recommendations.
- Excellent communication, stakeholder management and presentation skills, with the ability to influence and communicate effectively with senior business leaders.
What Success Looks Like:
- Improved customer delivery experience across Instamart.
- Better serviceability, delivery speed and on-time delivery performance.
- Stronger operational compliance and process adherence.
- Successful execution of strategic initiatives across warehouse, pod, delivery, network and inventory operations.
- Identification and resolution of root-cause operational issues through scalable processes.
- Clear, data-driven recommendations that enable faster and better business decisions.