About the role
Swiggy is hiring for the role of Manager- Supply Strategy!
Responsibilities of the Candidate:
- Own partner experience initiatives end to end. Lead projects across Partner App enhancements, AI-led partner tools, payout and commission transparency, self-serve growth and menu controls, and partner support quality. - Find the root cause. Analyse NPS verbatims, detractor themes and partner support ticket data to understand why partners are unhappy, then turn that into a prioritised plan. - Improve partner support and AM effectiveness. Work with account management and support teams to reduce ticket volumes, improve resolution TAT and raise the quality of AM interactions. - Drive growth and cost economics. Support central projects that balance partner growth against the cost of doing business, and track how they affect partner outcomes. - Align stakeholders and drive execution. Work with product, analytics, city business leads, account management, finance and marketing to agree on goals and keep projects on track. - Build the measurement layer. Create dashboards, trackers and scorecards for Partner NPS, CSAT, ticket trends and initiative impact. Set up before reporting that teams actually use. - Fix processes for scale. Find gaps in partner-facing processes such as onboarding, escalations and deductions. Design SOPs and guardrails that work across cities and partner segments. - Report to leadership. Run regular reviews and turn complex data into crisp stories for leadership updates.
Requirements
- A B.Tech from a tier 1 institute (IITs, NITs, BITS or equivalent) or an MBA from a tier 1 B-school (IIMs, ISB, XLRI, FMS or equivalent) - 2 to 4 years of experience in strategy, business operations, program management or analytics, ideally at a consumer internet company, consulting firm or high-growth startup - Strong hands-on skills in SQL and Excel (mandatory) - Ability to break down unclear problems and find the answer in the data - Clear written and verbal communication, including writing for senior leadership - Comfort working with many stakeholders and getting results without direct authority - A high ownership mindset and a focus on getting things done - Experience in a marketplace, B2B or partner-facing business, especially restaurant or merchant commerce - Exposure to NPS or customer experience programs, support operations or ticket analytics - Experience working with product teams on feature launches - Familiarity with Power BI, Tableau or similar tools.