Escalations Manager

Job Description- Escalations Manager

About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers online needs.

noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Food, Noon in Minutes, NowNow, SIVVI, noon One, and noon Pay.

At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you you will enjoy this incredible journey with us!

Job Description

Who are we

At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.

What are we looking for

We are seeking a passionate Escalations Manager based in Gurugram, India, to join the noon Minutes support team. In this role, you will play a crucial part in solving customer complaints flowing from various sources. You will develop a world class escalation team capable of handling complex issues, investigation skills and customer experience turnaround regardless of the nature of complaint.

You'll work closely with the ground fulfillment and logistic operations team based out of the gulf region and a lot of other central functions, risk team, central complaints team, finance, commercial, tech & product and other key stakeholders. Collaborate in real time and solve customer pain points rising from operation defects and address them in a timely manner.

The life of Escalations Manager revolves around ensuring smooth outflow of complaint tickets, keeping customers happy & satisfied in the gulf region.

What will the role look like

You will:

• Resolve complaints within the defined SLA and maintain 24/7 team availability to address customer concerns promptly.
• Analyze recurring complaint patterns, identify key attributes, and collaborate with ground operations and tech teams to implement root-level solutions.
• Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
• Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
• Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
• Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
• Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
• Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
• Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

Attributes to succeed in the role

Skills experiences and behaviors required:

We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisionswhether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate:

• High level of commitment, availability and accountability - non negotiable.
• We prefer to hire someone who owns the failure and has courage to accept and work towards closure.
• Courage to pin point problem and effectively communicate to the respective stakeholders, drive changes
• Degree in Engineering or MBA, with a minimum of 5+ years of experience in a relevant role and any of the following is a must- Program management experience in ecommerce, quick commerce or food aggregator, min 3 years with proven track record of solving at least 2 customer pain points and cost saving initiatives OR Experience in designing supply chain products and strategy that resulted in significant cost reduction.
• Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
• Solid project management skills and ability to create micro projects to achieve key objectives
• Meticulous planning, drive for execution, relentless pursuit and eagerness
• Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation
• Outstanding communication skills, along with strong data interpretation and documentation abilities

Who will excel

We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.

Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

Is this you