Manager - Escalations View Jobs

About Swiggy :

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India. From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

Role Summary

The Manager – Escalation Management & Customer Experience Operations will own the end-to-end escalation ecosystem across Online Reputation Management (ORM), Social Media support channels, and Executive (CEO-level) escalations.

This role is responsible for ensuring fast, high-quality resolution of customer escalations across all digital touchpoints while driving operational excellence, customer satisfaction, and continuous improvement through data, technology, and cross-functional alignment.

Key Responsibilities

1. End-to-End Escalation Ownership (ORM, Social Media & Executive Escalations)

Own and govern the complete escalation lifecycle across ORM channels, social media platforms, and CEO-level (Executive) escalations.

Define escalation tiers, prioritization rules, and resolution SLAs for different severity levels.

Ensure seamless coordination between frontline teams, ORM specialists, social media support teams, and the Executive Escalation Desk.

Act as the final operational authority for high-severity and business-critical customer issues requiring executive visibility.

2. Strategic Leadership & Performance Improvement

Define and execute strategies to improve key CX metrics including First Response Time (FRT), CSAT, resolution time, and compliance adherence.

Use data-driven insights to identify recurring escalation drivers and implement preventive solutions.

Reduce escalation volume through process redesign, automation, and proactive issue resolution frameworks.

Align escalation strategy with broader customer experience and business goals.

3. Operational Excellence & Queue Management

Oversee centralized escalation management across CRM platforms (e.g., Sprinklr or equivalent).

Design queue segmentation across ORM, social media, and executive escalation categories based on urgency, sentiment, and business impact.

Ensure 24/7 monitoring of high-priority customer issues and rapid response mechanisms.

Continuously optimize workflows to improve speed, accountability, and resolution quality.

4. Social Media & ORM Governance

Lead customer escalation handling across all social media platforms ensuring timely, compliant, and brand-safe responses.

Monitor online reputation risks and proactively manage brand-sensitive conversations.

Define response frameworks, tone guidelines, and approval hierarchies for public communication.

Collaborate closely with PR, Marketing, and Legal teams for sensitive escalations.

5. Executive Escalation Desk Management

Manage the Executive Escalation Desk responsible for CEO-level and highly sensitive customer issues.

Ensure rapid triage, structured resolution, root cause analysis, and executive-ready communication.

Maintain strict confidentiality, precision, and turnaround commitments for top-priority escalations.

Build playbooks for crisis situations and high-impact reputational risks.

6. Technology Integration & Automation

Drive adoption and optimization of CRM platforms (e.g., Sprinklr) for escalation tracking and workflow automation.

Implement AI-based solutions for sentiment detection, auto-routing, and response optimization.

Continuously evaluate emerging technologies to improve escalation handling efficiency and predictive resolution.

Partner with tech teams to enhance system capabilities and automation pipelines.

7. Team Leadership & Capability Building

Lead, mentor, and develop teams across ORM, social media support, and executive escalation functions.

Build a culture of accountability, speed, ownership, and continuous improvement.

Conduct training programs on escalation handling, crisis communication, and customer empathy.

Strengthen capability pipelines for critical operational roles.

8. Quality Assurance, Compliance & Risk Management

Implement robust QA frameworks for all escalation categories.

Ensure adherence to regulatory, legal, and brand compliance standards in customer responses.

Conduct audits of escalation cases to identify gaps and drive corrective actions.

Establish risk mitigation protocols for reputational and operational risks.

9. Customer Insights & Feedback Loop Design

Transform escalation data into actionable customer experience insights.

Identify root causes and systemic issues driving escalations.

Feed insights into product, process, and policy improvements.

Build closed-loop feedback systems across operations and business teams.

10. Cross-Functional Project Management

Lead CX transformation and escalation reduction initiatives.

Coordinate with Product, Tech, Operations, Marketing, and Legal teams to ensure resolution alignment.

Drive execution of high-impact projects affecting customer experience and escalation reduction.

Track KPIs and report progress to senior leadership.

Required Skills & Qualifications

Strong analytical mindset with expertise in CX metrics, KPIs, and performance analysis.

Proven experience in escalation management, ORM, and social media customer operations.

Hands-on experience with CRM tools such as Sprinklr or equivalent platforms.

Strong understanding of AI, automation, and digital CX transformation.

Excellent communication and stakeholder management skills.

Experience handling high-priority or executive-level customer escalations.

Strong leadership experience in fast-paced operational environments.

Certifications in PMP, CCXP, or equivalent preferred.

Ability to operate under high pressure with strong ownership and judgment.