# Digital Care Manager — du

Canonical: https://jobxdubai.com/jobs/12557-digital-care-manager
Location: Dubai, UAE
Type: full_time · Level: senior
Monthly salary: AED 30,000 to 45,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-04
Apply: https://fa-ewnx-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/job/12557/apply/email

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## Description

Please go through the KPI's before applying.

Once you submit your application you will be invited to take the competency based chat interview. This is a critical pasrt of your application to be processed. So please take your time while doing your competency based Chat Interview.

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organisation strategy.

• Develop and create customer access channels ensuring that it is at the leading edge of digital service delivery by utilising effective technology-based infrastructure.

• Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.

• Drive the development and implementation of best digital practices in Contact Centre operations and ensures KPI’s are set and achieved.

• Reviews reports on customer behaviour as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.

• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.

• Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.

• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.

• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.

• Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.

• Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.

• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi brand products and services and problem resolution.

• Lead employee engagement and recognition initiatives to drive performance and productivity.

• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.

• Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience

• A minimum of 10 years management responsibility

• Extensive experience in Telecommunications, BPO’s/ contact centers, customer experience management & Omni-channel service delivery

• Sound knowledge in digital care/ self-care platforms management

• Sound knowledge of customer satisfaction management and NPS programs

• Experience in managing BPO’s

Skills

• Possess a strong performance- and results orientation.

• Able to apply high level analytical and creative problem-solving skills.

• Excellent communication and analysis skills.

• Creative, flexible, and resilient.

• Fluent in English. Arabic language fluency is a plus.

## Requirements

Bachelor or Master’s degree in business management or distinguished experience with additional further training courses in customer experience/ customer relationship management.
A minimum of 10 years management responsibility.
Extensive experience in Telecommunications, BPO’s/ contact centers, customer experience management & Omni-channel service delivery.
Sound knowledge in digital care/ self-care platforms management.
Sound knowledge of customer satisfaction management and NPS programs.
Experience in managing BPO’s.

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