Tabby

1 month ago

Customer Experience Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Leading a contact center operations team to deliver exceptional customer experience, diagnosing performance issues, coaching team leaders, and driving cross-functional improvements with product, service desk, quality, training, and WFM to ensure efficient operations and strong KPIs.

Location: Cairo

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Think before you act: diagnose root causes of performance, quality, and CX problems and explain the changes and expected outcomes with data-driven recommendations to leadership.
•Build your team leaders: empower TLs to manage their teams, coach for early improvement, and run time-bound improvement plans.
•Manage performance early and fairly: identify underperformance quickly, document improvement plans, and prioritize retention and ramp.
•Drive cross-functional fixes to done: collaborate with product, service desk, quality, training, WFM, and real-time managers to ensure end-to-end process improvements.
•Own the customer impact of every operational choice: ensure staffing, coaching, and turnover decisions positively affect customer experience across calls, email, chat, and social.

Key Requirements

•Bachelor's degree in Business Administration or related field
•10+ years in contact center operations with 5+ years leading teams (Supervisor/Team Lead) or 2+ years as an Operations Manager running inbound teams
•Demonstrated ability to improve KPIs such as CSAT, response time, and first-contact resolution with clear reasoning
•Proven track record of building team leader capability and recovering underperformers
•Fluency in English plus the primary language of the market served (e.g., Arabic in GCC) and proficiency with CRM systems, contact center technology, and workforce management tools

Experience:FintechFinancial servicesCustomer experience

Education:Bachelor's

Skills:LeadershipCoachingData-drivenCommunicationProblem-solving

Languages:EnglishArabic

Tech Stack:CRMContact center technologyWorkforce managementData analysis

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: 4.0

Website LinkedIn Glassdoor

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Tabby

1 month ago

Customer Experience Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Cairo

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Think before you act: diagnose root causes of performance, quality, and CX problems and explain the changes and expected outcomes with data-driven recommendations to leadership.
•Build your team leaders: empower TLs to manage their teams, coach for early improvement, and run time-bound improvement plans.
•Manage performance early and fairly: identify underperformance quickly, document improvement plans, and prioritize retention and ramp.
•Drive cross-functional fixes to done: collaborate with product, service desk, quality, training, WFM, and real-time managers to ensure end-to-end process improvements.
•Own the customer impact of every operational choice: ensure staffing, coaching, and turnover decisions positively affect customer experience across calls, email, chat, and social.

Key Requirements

•Bachelor's degree in Business Administration or related field
•10+ years in contact center operations with 5+ years leading teams (Supervisor/Team Lead) or 2+ years as an Operations Manager running inbound teams
•Demonstrated ability to improve KPIs such as CSAT, response time, and first-contact resolution with clear reasoning
•Proven track record of building team leader capability and recovering underperformers
•Fluency in English plus the primary language of the market served (e.g., Arabic in GCC) and proficiency with CRM systems, contact center technology, and workforce management tools

Experience:FintechFinancial servicesCustomer experience

Education:Bachelor's

Skills:LeadershipCoachingData-drivenCommunicationProblem-solving

Languages:EnglishArabic

Tech Stack:CRMContact center technologyWorkforce managementData analysis

Company Brief

Tabby

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Riyadh, Saudi Arabia

Founded: 2019

Glassdoor: 4.0

Website LinkedIn Glassdoor