Senior Manager, Customer Centricity

Tabby
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Calm and measured","Leadership","Evidence-based decision-making","Change management","Stakeholder management"]

Define and continuously improve the customer conversation standard, ensuring every interaction meets quality criteria. Own CSAT diagnosis and recovery, routing product-driven dissatisfaction to the right teams and tracking controllable vs. blended metrics. Lead the LLM Quality function with per-conversation evaluation and guidance for LLM agent behavior. Use customer insights from evaluations, VoC, complaints, and escalations to drive training triggers and process changes with clear accountability.

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FursaFursa
Tabby
Tabby
2 days ago

Senior Manager, Customer Centricity

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Last checked: 8 hours agoStatus: Live

Job Summary

Define and continuously improve the customer conversation standard, ensuring every interaction meets quality criteria. Own CSAT diagnosis and recovery, routing product-driven dissatisfaction to the right teams and tracking controllable vs. blended metrics. Lead the LLM Quality function with per-conversation evaluation and guidance for LLM agent behavior. Use customer insights from evaluations, VoC, complaints, and escalations to drive training triggers and process changes with clear accountability.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Define and maintain the customer centricity standard, evaluating each interaction against a single judgement and root-cause reasons when it misses.
  • •Enable Team Leaders and Operation Managers to apply the standard; run ticket-solving sessions and ensure agent coaching is high quality.
  • •Own CSAT diagnosis and recovery, including separating blended vs. controllable CSAT and routing product-driven dissatisfaction to product owners.
  • •Own the LLM Quality function: run checklists, per-conversation evaluation, specialized evaluators by product stream, and structured feedback into LLM agent guidance.
  • •Analyze customer data (evaluations, CSAT/DSAT verbatims, VoC, complaints, escalations, repeat contacts, conversations) and turn findings into training triggers and process changes.

Key Requirements

  • •7+ years in CX, service, or sales coaching leadership with real ownership of outcomes.
  • •Comfortable working in an LLM-heavy environment and owning LLM quality evaluation and guidance.
  • •Data fluency: ability to dissect large datasets and explain insights from dashboards without translation.
  • •Proven track record leading change through resistance and making it stick with evidence.
  • •Ability to work with senior stakeholders on evidence and adapt as the evidence changes.
Experience:CXServiceSales coaching
Skills:Calm and measuredLeadershipEvidence-based decision-makingChange managementStakeholder management
Tech Stack:LLMDashboards

Company Brief

Tabby
Tabby is a MENA buy‑now‑pay‑later and fintech platform that enables customers to split purchases into installments, offers in‑store and online payment products, a consumer app, and merchant services across Saudi Arabia, UAE, Kuwait and the wider region.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Riyadh, Saudi Arabia
Founded: 2019
Glassdoor
Glassdoor: 4.0
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