Head of Quick Commerce for CX & Service Operations

The Head of Quick Commerce (QC) for CX & Service Operations is a senior leadership role responsible for the strategic program management and performance oversight of customer experience and service operations specifically for the Quick Commerce vertical. This role ensures that specialized QC programs are successfully launched into service operations and that performance across all lines of business including customers, riders, and shops is optimized and aligned with regional and functional goals

Key Responsibilities:

• Strategic Program Management and Launch: Define and lead the roadmap for launching QC specific programs into service operations

• Performance Management and Accountability: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in custo...