Senior Manager, Customer Centricity

6 октября 2026 г.

Удалённо

Senior

Dubai, UAE

Описание

Senior Manager, Customer Centricity role in the Training and Quality department, based in Dubai. The hire owns the standard for good customer conversations, manager enablement, CSAT diagnosis and an LLM Quality Team in an environment where an LLM agent handles most transactional contacts. The role turns evaluation results, VoC and CSAT data into training triggers and process changes, and builds a small team of accountable owners.

Обязанности

Define what a good customer conversation looks like and keep it to a short set of criteria
Evaluate on a single judgement per interaction: did it meet the standard, and if not, which of three to five reasons explains it
Keep the standard current as products, policies and customer journeys change
Set the customer centricity standard and equip Team Leaders and Operation Managers to apply it with their teams
Run ticket-solving sessions with managers to surface the opportunities they walk past
Assess how Team Leaders coach their agents, using LLM analysis
Ensure the quality of agent coaching that sits with the Team Leaders
Own the diagnosis of CSAT: what drives it, where it breaks and who fixes it
Build the ability to recover CSAT even on outcomes the customer will not like
Split detractors into skill, will or product and uncontrollable, so every point has a cause and an owner
Report blended CSAT and controllable CSAT as two separate numbers
Route product-driven dissatisfaction to product owners via the Experience Leads
Own the LLM Quality Team running checklists, per-conversation evaluation and structured feedback into LLM agent guidance or prompt
Specialize evaluators by product stream and pair them with the Experience Leads
Maintain the LLM evaluation model separately from the human one, with more detailed LLM checkers and outcome-driven human quality
Work across evaluation results, CSAT and DSAT verbatims, VoC, complaints, escalations, repeat contacts and the conversations themselves
Dissect the data and work with Analytics and the analyst in the function to get what is needed
Turn findings into refreshers, training triggers and process changes with named owners and dates
Measure the function on whether a driver actually moved
Build a small team of high-skill owners with real accountability for outcomes

Требования

Experience coaching people to win customers over in telesales, retail, hospitality, or service recovery
Sales coach mindset rather than checklist ownership, driving agent fluency in customer outcomes
Data fluent: able to take a large dataset, dissect it and explain what it means without translation
Comfortable working across large datasets and dashboards
Calm and measured
Track record of leading change that met resistance and made it stick
Able to hold a position with senior stakeholders on evidence and change it when the evidence changes
7+ years in CX, service or sales coaching leadership with real ownership of outcomes
Comfortable working in an LLM-heavy environment

Условия

Full-time employment

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Senior Manager, Customer Centricity

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Senior Manager, Customer Centricity

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