Customer Experience Operations

Job Description

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:

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• Social Media & Escalation Management
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• Own end-to-end resolution of customer complaints across social channels including
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X, Instagram, Facebook, LinkedIn, Store Reviews.

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• Monitor social channels proactively to identify escalations, emerging trends,
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recurring issues and potential high-impact complaints.

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• Govern the external agency handling social media responses and ensure adherence
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to defined SLAs, quality and processes.

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• Own social media metrics including FRT, response and resolution TAT, closure %,
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breach %, backlog and repeat complaints.

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• Take ownership of critical escalations and work with internal stakeholders to ensure
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timely resolution.

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• Conduct RCA on recurring and critical social escalations and drive corrective actions.
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Category Operations:

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• Oversee and manage daily operations for the assigned category to ensure seamless
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execution of activities.

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• Own category-level SLA and breach metrics and ensure defined goals are met.
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• Analyze customer contacts, complaints and operational trends to identify process
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gaps and improvement opportunities.

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• Work with Product, Design and other internal teams to prioritize customer issues and
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implement process improvements.

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• Ensure SOPs and operational processes are updated regularly.
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Reporting & Collaboration :

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• Own daily/weekly reporting and analysis of social and category performance,
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providing actionable insights to leadership.

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• Collaborate closely with internal and external teams to ensure smooth process
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execution and effective customer issue resolution.

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• Maintain governance with the external agency and ensure consistent performance
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against agreed metrics.

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• Identify customer trends and insights and work with relevant teams to improve the
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overall customer experience.

Skills & Qualifications:

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• Bachelor's degree in any discipline.
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• 7–10+ years of experience in Customer Experience, Social Media Operations,
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• Escalation Management or related roles.
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• Strong experience managing social media customer complaints and escalations
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across multiple channels.

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• Strong analytical, problem-solving and stakeholder management skills.
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• Strong written and verbal communication skills with excellent customer-handling
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abilities.

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• Proficiency in Excel, PowerPoint and CX reporting/analytics tools.
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• Ability to work independently, manage multiple priorities and drive issues to closure.
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• Experience in Travel, Fintech or Credit Cards is a plus.
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