IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

Role Overview

The Manager – Customer Experience will lead and manage the escalation team responsible for handling high-visibility and sensitive customer issues. This role includes managing a team comprising Senior Executives and Assistant Managers, ensuring process excellence, timely resolution, and adherence to service delivery standards. The Manager will drive performance, coach team members, and ensure seamless escalation management through strong communication, problem-solving, and people leadership skills.

Key Responsibilities:

Team Leadership & Performance Management

• Lead, guide, and mentor a team of Senior Executives and Assistant Managers.
• Drive daily performance ensuring achievement of targets and strict adherence to Service Level Agreements (SLAs).
• Provide continuous coaching, feedback, and training to enhance call/email quality and process adherence.
• Prepare and implement development plans for team members aligned with performance expectations.
• Maintain and update statistical performance reports for daily/weekly reviews.

Escalation Handling

• Handle escalated and sensitive cases with professionalism, ensuring timely and amicable closure.
• Manage leadership-level escalations with a high degree of ownership and maturity.
• Conduct detailed root cause analysis (RCA) and implement corrective action plans for recurring issues.
• Personally handle and resolve 10–12 customer complaints per day as required.

Operational Excellence

• Ensure thorough understanding and dissemination of process-related updates across the team.
• Support in preparing weekly data decks, MIS, and performance reports.
• Maintain strong intra-departmental relationships to ensure smooth cross-functional coordination.
• Execute outreach activities through extensive outbound calling when required.

Required Skills & Competencies

• Strong people management skills with demonstrated experience in leading high-performing teams.
• Excellent written communication and presentation skills.
• High resilience and composure in handling demanding customers and challenging situations.
• Effective persuasion and negotiation skills.
• Strong analytical skills with experience in RCA, corrective planning, and execution.
• Ability to work independently and as a collaborative team player.
• High attention to detail and process orientation.
• Aviation industry knowledge/background will be an added advantage.

Other Requirements

• Comfortable working in rotational shifts and weekends.
• Ability to manage large volumes of email escalations and outbound calls.
• Customer-first mindset with strong problem-resolution capabilities.
• Bachelors Degree in any displine

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in

At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’