Business Unit: CREW
Location: Bangalore

About the Business
Swiggy is building a premium lifestyle and travel service that combines AI-powered technology with a dedicated human concierge team to bring unparalleled convenience in lives for high-value customers. The business caters to use cases across travel planning, restaurant reservations, event and gifting arrangements, document assistance, hyperlocal pick-ups, and more - all fulfilled seamlessly.

Role Overview
We seek a Manager - CX & Operations to lead world-class service and operational excellence for the travel vertical. You will oversee the complete fulfillment journey-from request to solution-via frontline teams, drive superior customer experiences, implement process improvements, and collaborate with tech to maximize travel automation and personalization.

Key Responsibilities
. Travel Service Excellence: Oversee premium travel planning, recommendations, bookings, and fulfillment for customer requests monitor live missions for smooth execution and timely escalation handling. . Operations Management: Lead and coach Team Leads and Captains specializing in travel optimize assignment, resolution speed, and captain productivity on travel tickets. . Process Innovation: Develop and refine SOPs specific to travel fulfillment, ticketing, cancellations, changes, and emergency requests ensure operational consistency and compliance. . Tech Collaboration: Work with engineering and product teams to enable AI-driven travel workflows, enhance intelligent itinerary building, and automate routine reservations. . Workforce Planning: Hire, train, and schedule adequate staff with travel expertise, ensuring seamless coverage across service hours-including weekends on a rotational basis. . Quality and Performance: Use operational and customer data to spot trends, identify bottlenecks, drive service improvements, and maintain elevated customer satisfaction throughout the travel experience.
Key Requirements
. From good Tier 1/ 2 colleges . 5 -8 years experience in tech based B2C companies or travel operations . Demonstrated ability in managing large, shift-based teams and leading customer fulfillment in travel/tourism verticals. . Strong operational discipline, crisis management, and data-driven approach to problem-solving. . Tech-savvy mindset with experience of AI-enabled service delivery and automation in travel planning. . High attention to detail and commitment to service excellence for affluent customers. . Professional stakeholder management and communication skills. . Must be open to working weekends and holidays on a rotational schedule.
Success in this Role
Success will be measured by delivering personalized, seamless travel solutions optimizing team productivity and turnaround times maintaining best-in-class customer satisfaction and service reliability and increasing the proportion of travel requests fulfilled through intelligent automation.