Job Description

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.

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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.

Skills Required