Assistant Manager - CX & Ops

Assistant Manager – CX & Ops (Travel Category)

About CREW

CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. Instead of leaving customers to stitch together flights, hotels, visas and on-ground logistics across five different apps, CREW brings it all into one place - backed by real people, powered by AI.

What sets CREW apart:

• Member-only hotel rates: Negotiated prices on domestic and international stays
• 24×7 on-trip assistance: A concierge that stays live from planning to landing
• Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination
• One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip

By combining human expertise with seamless service delivery, CREW lets customers focus on the reason they're traveling - work, family or leisure - while we handle the details before, during and after the trip.

About the Role:

We are looking for a dynamic and execution-focused Assistant Manager - Cx & Ops (Travel Category) to run day-to-day delivery on the Travel Desk. You will lead a team of Crew Captains who plan, book and coordinate trips for premium users, and you will own the outcome on your team: that the trip we promised is the trip the customer actually gets.

This is a hands-on, delivery-side ops role. On any given day you are on the floor - unblocking a Captain mid-mission, chasing a hotel or DMC for a confirmation that hasn't landed, rebalancing load across the shift, and stepping in yourself on the trips that need a sharper hand. You'll report to the Senior Manager - Travel & Ops, work to the desk's SOPs and escalation ladder, and be the person who spots where they break in practice and pushes the fix.

CREW is early, and much of how the Travel Desk works is still being written. You won't be handed a finished playbook - you'll be one of the people whose day-to-day makes it real. We're looking for someone from a genuine travel background - OTA, travel agency, DMC, or premium concierge - who has planned trips themselves and knows what actually breaks on the ground. The ideal candidate has a strong ops mindset, a bias for action and high ownership, and gets things done without waiting for perfect clarity.

Key Responsibilities:

• Lead and coach a team of Crew Captains - daily huddles, quality feedback on live missions, and building depth so service doesn't depend on who happened to pick up the mission
• Own trip delivery on your team end to end - coordination with hotels, DMCs, transport partners and on-ground vendors so bookings, changes and cancellations land correctly and on time.
• Deliver against conversion, TAT, fulfillment and NPS/CSAT targets for your pod, and contribute to desk-level GMV goals.
• Run the shift - task distribution, load balancing and live coverage, so the desk is genuinely staffed when customers are traveling: nights, weekends and peak season included.
• Be the first line of escalation for your Captains. Resolve on-ground issues in the moment, escalate the ones that need it, and close the loop so the same failure doesn't recur next week.
• Run the SOPs and flag where they don't hold up in the real world so they can be sharpened.
• Automation and AI-assisted ops: Spot the manual work worth removing, and work with the desk lead, product and engineering to get it fixed. Comfort working alongside AI tooling is not optional in this role.
• Travel craft: Hold the creative bar on itineraries and recommendations - the destination knowledge and taste that make a CREW trip feel different from a booking confirmation.

Required Skills & Qualifications:

• Must be based in Bangalore.
• Open to rotational shifts (5-day work week including weekends).
• 3-5 years in travel - OTA, travel agency, DMC, or premium concierge/travel services - with hands-on trip planning experience of your own.
• 1+ year leading or mentoring a team in a service or operations setup.
• Hands-on vendor coordination: you've held a third party to a service standard when the customer was already waiting.
• Strong ops mindset with a demonstrated bias for action and high ownership.
• Excellent interpersonal, communication and leadership skills.
• Strong creativity and attention to detail in travel planning.
• Ability to perform under pressure while ensuring a seamless customer experience.
• Passion for delivering outstanding, personalized experiences for premium users.

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