Customer Experience Manager

business Binding Partnerships
location_on Dubai
work full-time
attach_money USD 120.000 - 200.000
A week ago USD 120.000 - 200.000

Description

Get AI-powered advice on this job and more exclusive features.CX (Customer Experience) Quality, Training & Process Improvement Lead Our client is a leading international e-commerce platform, headquartered in the UAE. They are on a growth trajectory to launch in multiple new markets, while also increasing conversion and penetration in existing markets.Overview The QA / Training / Process Lead plays a central role in maintaining and elevating the qualityof customer support interactions while ensuring continuous improvement in the teamperformance, training systems, and service processes. This role merges three key CX pillars,Quality Assurance, Training, and Process Improvement into a single high-impact functiondesigned to enhance operational excellence at scale.Key Responsibilities: 1. Quality Assurance (QA)Own the complete QA program: scoring, calibration, and performance reviews.Conduct regular audits of L1 and L2 tickets using an internal QA tool or platform.Establish a scalable QA framework with clear rubrics, scorecards, and feedbackmechanisms.Deliver regular QA reporting with actionable insights for coaching and trend analysis Flag recurring issues, automation gaps, or training needs through QA findings.Audit Shift Leader performance and monitor automation flows for consistency and2. Training & Onboarding Develop a structured new-hire training program, including orientation, systemswalkthrough, and product knowledge.Maintain and update a living training hub, using tools like Notion, LMS platforms,or Google Drive.Conduct refreshers, seasonal ramp-ups, and upskilling sessions for both L1 and L2agents.Own the agent certification process, ensuring readiness before agents go live.Leverage AI tools to help agents follow processes more accurately and efficiently.3. Process Improvement Document and standardise SOPs across all support functions.Review workflows, macros, and escalation processes regularly to identify areas of friction.Collaborate with the Data & Systems Lead to identify and resolve inefficiencies.Own the process feedback loop: gather agent input, customer pain points, andoperational gaps.Drive a culture of continuous improvement across CX.Leverage AI tools to help agents follow processes more accurately and efficiently.To collaborate with the Head of CX to align training and QA objectives with the company's OKRs.Partner with the Tech, Product, and Data teams to ensure processes reflect the latest platform changes.Collaborate with Shift Leaders to embed real-time QA and process coaching during operations.Lead the training and QA preparation for new product launches or peak periods.Create macros, workflows, and quick-reference material to support surges.Please provide ticket quality assurance during Crisis Mode to make sure it's consistent and speedy.Adapt SOPs and training material for rapid deployment during Crisis Mode activation.Work Structure: Reports directly to the Head of CX.Works scheduled shifts with flexibility to cover training cycles and peak periods.Interfaces regularly with QA reviewers, trainers, Shift Leaders, and data teams.Ideal Profile: 3+ years in QA, training, or support enablement roles.Experience with QA tools (e.g., Playvox, Klaus, Scorebuddy) and training platforms.Excellent written communication and process documentation skills.Solid understanding of Zendesk or similar platforms.Proactive, analytical, and detail-oriented with a passion for coaching and CX excellence.Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service and Quality Assurance Industries Computer Games, Gambling Facilities and Casinos, and IT Services and IT Consulting Referrals increase your chances of interviewing at Binding Partnerships by 2x Get notified about new Customer Experience Manager jobs in Dubai, United Arab Emirates.Corporate Bank - Customer Service Manager - Associate / Assistant Vice President Dubai, Dubai, United Arab Emirates 5 hours ago Customer Experience and Partnerships Manager Senior Customer Success Manager (Travel Industry experience required)Guest Relations Executive - F&B Service (Iliana Pool Club)- Jumeirah Marsa Al Arab Guest Relations Executive (seasonal) - F&B Service - Jumeirah Burj Al Arab We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

Posted: 4th July 2025 8.14 pm

Application Deadline: N/A

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