Senior Manager - CxPx
Urban Company · Delhi
- Experience1–2 yrs
- SalaryNot disclosed
- Work modeonsite
- Leveljunior
- Posted17 Sept 2026
About Urban Company
Urban Company is hiring in Delhi in technology software. This role looks for around 1+ years of experience.
Skills
- Operations
- Customer Experience
- Partner Experience
- Operational Metrics
- Process Improvement
The role
An operations manager at a technology marketplace drives agent operations, customer experience operations, partner experience operations, and operational metrics, improving fulfillment and escalation resolution through cross-functional execution. The role applies customer experience and partner experience expertise to strengthen operational efficiency and service outcomes.
Full job description
Senior Manager – CxPxLocation: NoidaExperience: 1.5–2 yearsFunction: Customer & Partner Experience / OperationsAbout the RoleWe are looking for a Senior Manager – CxPx to own and drive operations for one of Urban Company’s critical customer and partner experience functions.CxPx manages customer and partner escalations through a combination of agents and bots. This role will primarily focus on the operations side of the function, with responsibility for driving operational efficiency, productivity, and overall execution.Key ResponsibilitiesOwn agent operations, including headcount planning, scheduling, and placement.Track and drive productivity and performance metrics across agents, products, and tickets.Work closely with cross-functional teams to resolve operational challenges related to fulfillment, no-shows, and partner issues.Identify operational gaps and drive initiatives to improve efficiency and customer/partner experience.Balance a strong customer experience (CX) lens with sharp operational execution.Take end-to-end ownership of operational processes and ensure timely resolution of escalations.What We're Looking For1.5–2 years of experience in Operations; Cx/Ops experience is preferred.Strong hands-on exposure to operations, preferably in customer experience, partner experience, or related functions.Candidates with product-side CX experience are also encouraged to apply.Strong problem-solving and execution skills, with the ability to work in a fast-paced environment.Strong customer-centric mindset with an understanding of operational metrics and processes.Candidates from Tier 1 and Tier 2 institutes are welcome to apply.What You'll Get to Work OnDrive operational excellence across a high-impact customer and partner experience function.Solve complex, on-ground operational challenges.Work closely with multiple teams to improve processes and customer/partner outcomes.Operate in a fast-paced environment with significant ownership and responsibility.Location: NoidaExperience: 1.5–2 yearsApply here: https://lnkd.in/gj8ufMgr