Customer Experience & Operations Manager

Customer Experience & Operations Manager Location: Chembur/Kurla Zama Organics is growing fast. Orders are increasing. Customers are increasing. Operational complexity is increasing. And the part of the business feeling it the most is customer experience and support operations. Customer queries come through multiple channels. Delivery issues sometimes require manual follow-ups. Refunds and replacements don’t always follow a clear workflow. Support, warehouse, and marketing teams often solve problems — but the systems behind those solutions aren’t always documented or scalable. The result? Issues get solved. But they shouldn’t need this much effort every time. What we need is not someone to manage support. We need someone who can design how customer experience and operations should work as Zama scales. Someone who can take messy processes, install the right systems, and make the whole thing run smoother. The Role You will own the systems behind customer experience and support operations. You sit between customers, marketing, warehouse, and operations. Your job is to make sure problems don’t just get solved — they stop repeating. Install systems that actually work • Build a support workflow that tracks queries across WhatsApp, email, calls, and DMs • Implement a CRM or ticketing system where every issue has ownership • Create SOPs for refunds, replacements, delivery failures, and product complaints • Ensure the warehouse team knows immediately when something needs action You don’t suggest improvements. You build the system, implement it, and make it usable for everyone. Turn customer operations into measurable growth Customer support is not just about fixing issues. It’s a source of growth and retention insight. You will track and improve: • Customer retention • Repeat purchase rate • Response and resolution times • Refund and replacement trends • Customer satisfaction You’ll work closely with the marketing team to understand: • Why customers drop off • Which experiences drive loyalty • Which issues hurt repeat purchases Support insights should directly influence marketing and operations decisions. Fix what slows the business down A delivery issue escalates and nobody owns it. A refund takes days instead of hours. Support teams chase information across messages and spreadsheets. You find the bottleneck. Then you remove it. When an issue happens repeatedly, you don’t fix the case. You fix the system that allowed it to happen. Why This Role Matters In a grocery business, customers rarely remember when everything goes right. They remember when something goes wrong. A late delivery. A damaged product. A refund that takes too long. A message that goes unanswered. Customer experience is where trust is built — or lost. This role exists to ensure problems don’t just get solved — they stop repeating. You’re a Fit If • You’ve built systems for customer support or operations — not just handled queries • You think in workflows: trigger → action → resolution • You enjoy turning messy processes into simple, scalable systems • You’re comfortable with CRMs, dashboards, and automation tools • You can work across marketing, warehouse, and operations teams • You care about numbers — retention, response time, repeat purchases You’re Not a Fit If • You think customer support means replying to messages all day • You prefer maintaining processes instead of fixing them • You need a fully defined system before you can operate • You avoid messy operational problems If you read this and immediately started thinking about where the systems might be broken, we should talk. Send your resume to careers@zamaorganics.com Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹40,000.00 per month Benefits: • Cell phone reimbursement • Health insurance • Paid sick time • Provident Fund Work Location: In person