Customer Care Operations Manager – Enterprise & SMB

Role and Purpose

Location

• The role location is stated as UAE.

Monthly Salary

• Monthly salary is AED 18,000.

Key Responsibilities

• Manage Enterprise and SMB customer care and contact center operations across calls, emails, chat, WhatsApp, complaints, service requests, orders, and escalations.
• Lead Team Leaders and Senior Analysts through supervision, coaching, performance management, and development.
• Monitor SLAs, KPIs, queue performance, case aging, productivity, quality, staffing, and customer experience metrics.
• Manage high-priority, chronic, executive, and business-critical customer incidents and escalations.
• Ensure adherence to SOPs, policies, care standards, security requirements, escalation matrices, and governance frameworks.
• Improve processes, customer journeys, workflows, handoffs, and operating procedures.
• Review process changes, system enhancements, projects, business requirements, and SOWs; provide operational input.
• Support product, service, package, system, and channel launches and ensure operational, staffing, system, and training readiness.
• Coordinate with Product, Technology, Service Delivery, Network Operations, Order Management, Sales, Collections, Quality, Training, WFM, and Governance.
• Resolve bottlenecks, ownership gaps, delayed responses, and cross-functional dependencies affecting service.
• Implement corrective and preventive action plans for service, productivity, quality, and compliance gaps.
• Plan resources and manpower, manage allocation and onboarding priorities, escalate staffing shortages, support engagement and retention, prepare reports and dashboards, and identify team training needs.

Candidate Profile

• Proven experience in Customer Care Operations, Contact Center Operations, Customer Service Operations, or B2B Service Operations.
• Strong experience managing Enterprise and/or SMB customer support operations.
• Demonstrated experience leading Team Leaders, Supervisors, Senior Analysts, and Customer Service Representatives.
• Strong knowledge of contact center KPIs, SLAs, queue and case management, escalation management, quality, and workforce planning.
• Experience managing multichannel support, including voice, email, chat, digital channels, and complaints.
• Strong background in operational governance, process improvement, performance management, and customer experience.
• Ability to manage complex business-critical escalations involving multiple internal stakeholders.
• Strong cross-functional stakeholder management and communication skills.
• Experience in Telecommunications, Technology, Managed Services, or a large B2B service environment is highly preferred.

Key Skills

• Customer care and contact center operations; B2B customer service and Enterprise customer support.
• Service delivery, escalation management, SLA and KPI management, and workforce management.
• Customer experience, process improvement, operational governance, and performance management.
• Resource planning, stakeholder management, and omnichannel customer support.