Swiggy - Director - Operations & Customer Experience (8-12 yrs)

Description: Ways of Working : Mandate 3 - All the days working from office (Bangalore)

Director - Operations and CX at CREW

- 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 life and enhance their experiences:

- For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations.

- Dining services include securing reservations at top restaurants, organizing private dining experiences, and curating menus for special occasions.

- Our gifting solutions ensure thoughtful presents for any event, from sourcing unique items to arranging personalized packaging and delivery.

- CREW also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport solutions.

- Additionally, we assist with event planning, wellness services, and daily errands, delivering seamless support for every aspect of your lifestyle.

- By streamlining customers? daily tasks and taking care of the details, CREW ensures they can focus on what truly matters, whether it'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 your time.

About the Role

As the Head of Operations and CX, you will play a crucial role in shaping and being the sole owner of the consumer experience with CREW from the start to end of every mission that consumers raise with us. The individual will lead a large operations team for consumer engagement and mission fulfillment, with tech first thinking. This is a high-impact role that requires a strong mix of strategy, execution excellence, and leadership. The individual will also be a critical leader for the entire CREW business, and will be expected to be AI first in thought process and execution.

What You?ll Do

- This role will be fully accountable and responsible for all missions that come from our consumers; The team will engage with consumers, fulfill their tasks with highest consumer service levels possible

- Lead a team of Crew Captains that will receive and fulfill all missions received from start to end;

- Build AI first solutions to scale the business model- From consumer engagement to mission fulfillment

- Operational Excellence: Develop and execute scalable playbooks for rapid expansion and sustainable operations

- Seller & Customer Experience: Own and enhance the end-to-end experience for both users and service providers, driving high engagement and satisfaction

- Process & Playbook Creation: Design and implement streamlined processes for onboarding, training, and quality control of agents and consumer interactions

- Full Ownership & Execution: Operate with a founder mindset's olve challenges, take initiative, and drive outcomes.

What You Need:

- Customer-Obsessed ? You deeply care about consumer experiences and prioritize their needs.

- Strategic & Execution-Focused ? You can craft a vision and execute with precision and excellence

- Entrepreneurial & Action-Oriented ? You thrive in ambiguity, love building from scratch, and move fast

- Data-Driven & Process-Oriented ? You understand how to scale operations efficiently and effectively

Why Join Us?

This is a unique opportunity to build something game-changing at Swiggy. If you?re excited about shaping the future of convenience and thrive in a fast-paced, high-ownership environment, we want to hear from you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law