Director of Customer Experience & Operations Excellence

Overview

Job Description

Customer Experience Strategy & Leadership

• Own the end-to-end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
• Define and govern cNPS, cSAT, and other north star metrics — setting targets, driving methodology, and leading cross-functional execution to move them.
• Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
• Champion process automation, standardization, and digitalization of key CX workflows.

Partner Experience & Budget Governance

• Oversee talabat's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator linked to commercial performance.
• Maintain full accountability for the Functional budgets - customer and vendor compensation program — a multi-million EUR annual budget — including annual planning, policy design, market rollout sequencing, and ongoing financial governance.
• Govern the complete portfolio of partner-facing policies and SOPs across all markets and verticals.

Fraud Operations & Risk Governance

• Provide strategic oversight of talabat's Fraud Operations function, covering prevention, detection, and response frameworks across the ecosystem.
• Ensure fraud governance is aligned with compliance, audit, and legal standards.
• Drive cross-functional alignment between Fraud, Product, Finance, and Legal to balance risk mitigation with customer experience quality and platform growth.

Insights & Analytics

• Oversee the Insights function, ensuring real-time visibility into performance across all markets through robust dashboards and structured reporting.
• Champion a data-first culture across the department — ensuring insights translate into action.
• Partner with BI, Data Science, and Product to build the data infrastructure that underpins reliable departmental performance visibility.
• Run primary research, NPS programs to gather structured, well represented qualitative feedback - using these to inform local and regional priorities

People Leadership & Organisational Development

• Lead and develop a team of middle managers and specialists and analysts.
• Design the department's OKR framework, KPI architecture, and Business Review structure.
• Set clear goals for the function and drive high performance and professional growth across all levels — fostering a culture of ownership, innovation, and customer-centricity.

Senior Stakeholder Management & Cross-Functional Leadership

• Serve as the experience authority in senior leadership forums, influencing Product, Commercial, Finance, and Operations decisions.
• Present strategic insights, budget performance, and departmental OKRs to COO and ExCo leadership.
• Lead high-complexity, cross-functional programs assigned at department or company level with no existing playbook.

Qualifications

Qualifications & Experience

• Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or a related field.
• 10+ years of experience in customer experience, operations, or strategy, preferably in e-commerce, food delivery, or a high-growth tech environment.
• Proven track record of leading mid level managers and large team members across multiple functions in a matrixed organization.
• P&L or budget accountability, experience ideally at a multi-million EUR scale.
• Strong background in data analysis, performance management, and CX or operational strategy.
• Experience working across multiple markets and geographies.

Skills & Competencies

• Exceptional leadership skills — able to inspire, align, and develop high-performing teams.
• Strategic mindset with strong execution discipline; comfortable operating at both the 30,000-foot and ground levels.
• Data-driven decision-making, with the ability to synthesize complex datasets into clear insights and recommendations.
• Excellent stakeholder management and executive communication skills — able to influence and present to ExCo and Board level.
• Deep customer and partner empathy, with a passion for delivering exceptional experiences at scale.
• Strong cross-functional collaboration skills across Product, Finance, Legal, and Operations.
• Ability to lead through ambiguity and drive clarity in complex, fast-moving environments.
• AI-first mindset — comfortable leveraging automation and emerging tools to drive scale and efficiency.