Sujayendra Kumar
Driving Service Delivery Excellence | 8+ Yrs in Ops, CX & CRM | Assistant Manager – Ex HCL GUVI | EdTech, BFSI, ITES | Cost Optimization | Team Scaling | AHT & CSAT Specialist
- Role
- Cx & Ops Manager at Crew
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Sujayendra Kumar
Assistant Manager – Operations | 8+ Yrs | EdTech | BFSI | IT Services | Domestic +…
Experience
Cx & Ops Manager
Oct 2025 — Present · Bengaluru, IN
CREW (Swiggy)| Bangalore | On-Site |(October 2025 – Present)Overseeing end-to-end control tower operations for Swiggy’s premium concierge service, ensuring seamless mission fulfillment across travel, dining, gifting, and mobility services. Responsible for maintaining real-time visibility, ensuring SLA adherence, and coordinating cross-functional teams to deliver a superior customer experience.Key Responsibilities:Monitor live operations, identify bottlenecks, and resolve escalations proactively.Drive SLA and TAT compliance through data-driven dashboards and control tower metrics.Collaborate with Tech, Product, and Field Ops to enhance visibility and automate workflows.Manage staffing forecasts, shift planning, and resource allocation during peak hours.Conduct root cause analysis for recurring operational issues and implement process improvements.Maintain premium service standards, communication protocols, and customer-first delivery.
Education
John Bosco Engineering College
Bachelor of Engineering
2011 — 2015
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