Manager - Escalations

About the Role

We are looking for a highly analytical and focused professional to own the end-to-end escalation close-looping process while driving data-backed strategic improvements across operations. This role requires someone who can deep dive into complex operational issues, identify root causes, derive insights from large datasets, and work cross-functionally with Product, Engineering, Operations, and Business teams to drive sustainable solutions.

 

Key Responsibilities

• •Own the end-to-end escalation close-looping process and identification of systemic issues.
• •Perform root cause analysis on recurring escalations and recommend long-term corrective actions.
• •Analyze large datasets to identify trends, operational gaps, and opportunities for automation.
• •Build dashboards, reports, and automated monitoring frameworks to track key business and operational metrics.
• •Partner with Product, Engineering, Operations, and Business stakeholders to prioritize and execute strategic initiatives.
• •Translate business problems into analytical solutions and present actionable recommendations to leadership.
• •Drive automation initiatives that reduce manual effort and improve operational efficiency.
• •Conduct impact analysis before and after product/process launches to measure business outcomes.
• •Define success metrics and establish data-driven decision-making frameworks.

Required Skills & Qualifications

• •4–6 years of experience in Strategy, Business Analytics & Operations Strategy.
• •Strong SQL skills with experience querying large datasets.
• •Hands-on experience with Python for data analysis and automation.
• •Experience working on Databricks or similar big data platforms.
• •Strong understanding of data visualization tools such as Tableau, Power BI, or Looker.
• •Excellent analytical and problem-solving abilities with strong attention to detail.
• •Experience in stakeholder management and cross-functional collaboration.
• •Ability to independently structure ambiguous business problems and derive insights.

Preferred Qualifications

• •Experience in customer support, operations, logistics, or marketplace businesses.
• •Exposure to experimentation, A/B testing, and hypothesis-driven analysis.
• •Knowledge of ETL pipelines, data warehousing, and workflow automation.
• •Experience working with product and engineering teams on process improvements.
• •Familiarity with statistical analysis and predictive analytics is a plus.

" We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, color, religion, sex, disability status, or any other characteristic protected by the 

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.

Mandate 3 – Employees will work full-time from Swiggy HO, Bengaluru.

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 fueled 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.