Senior manager - customer centricty

About the role

Customer centricity and manager enablement

• Define a concise standard for good customer conversations and keep it current as products, policies, and journeys change.
• Assess interactions against the standard and identify a small set of reasons when they fall short.
• Equip Team Leaders and Operations Managers to apply the standard and spot missed opportunities in team conversations.
• Run ticket-solving sessions with managers and assess Team Leader coaching using LLM analysis.
• Agent coaching is performed by Team Leaders; this role ensures that coaching is effective.

CSAT ownership

• Diagnose CSAT drivers, where service breaks down, and who owns corrective action.
• Build the ability to recover CSAT even when customers dislike the outcome.
• Classify detractors by skill, will, product, or uncontrollable causes and report blended and controllable CSAT separately.
• Route product-driven dissatisfaction to product owners through Experience Leads.

LLM quality

• Own the LLM Quality Team's checklists, per-conversation evaluations, and structured feedback into agent guidance or prompts.
• Specialize evaluators by product stream and pair them with Experience Leads.
• Maintain a separate LLM evaluation model; LLM checks are more detailed, while human quality evaluation is outcome-driven.

Analysis and improvement

• Analyze evaluation results, CSAT and DSAT feedback, Voice of Customer, complaints, escalations, repeat contacts, and conversations with Analytics support.
• Turn findings into refreshers, training triggers, and process changes with named owners and dates.
• Measure whether each identified driver improves and build a small team of high-skill owners accountable for outcomes.

What we're looking for

• Experience coaching people to win customers over in telesales, retail, hospitality, or service recovery.
• Strong data fluency: analyze large datasets and explain findings independently; comfortable with dashboards.
• Calm, measured approach and a track record of leading change through resistance and making it stick.
• Able to defend positions with senior stakeholders using evidence and change position when evidence changes.
• At least 7 years in CX, service, or sales-coaching leadership, with ownership of outcomes.
• Comfortable working in an LLM-heavy environment.

Preferred experience

• Fintech or fast-growth environment experience is preferred.
• Multi-market operations experience is preferred.
• Arabic is preferred.