Senior Manager, Customer Service

Business: Dubai Mall Shopping Customer Service Strategy & Operations - Define and execute the overall customer service strategy aligned with Dubai Mall Online’s premium brand positioning. - Lead the day-to-day customer support operations across all service channels including chat, email, voice, and social media. - Ensure fast, efficient, and high-quality resolution of customer inquiries, issues, and complaints. - Develop service standards and operational frameworks that balance efficiency with high-quality service delivery. - Drive continuous service improvement initiatives using customer feedback, operational data, and service analytics. Customer Support Operations & Escalations - Oversee all customer support activities including inquiries, complaints, order issues, delivery concerns, and return-related support. - Design and optimize processes for handling returns, refunds, and exchanges in coordination with operations and logistics teams. - Manage complex customer escalations and ensure timely and effective resolution. - Act as the senior escalation owner for high-impact customer issues and executive-level cases. - Partner closely with logistics, marketplace, product, and operations teams to resolve root-cause issues and prevent recurrence. Tooling, Automation & Process Excellence - Evaluate, implement, and optimize customer service platforms and support tooling. - Drive automation initiatives to improve response times, resolution efficiency, and operational scalability. - Develop and maintain scalable SOPs and service playbooks to ensure consistent customer service delivery. - Leverage AI, workflow automation, and knowledge management systems to enhance support efficiency while maintaining service quality. Team Leadership & Capability Building - Build, lead, and develop a high-performing customer service organization. - Design onboarding, training, and continuous development programs for customer support teams. - Establish performance metrics, coaching frameworks, and quality assurance standards. - Foster a service-oriented culture focused on responsiveness, accountability, and customer satisfaction. Performance Management & Insights - Define and own customer service KPIs including CSAT, response time, resolution time, first-contact resolution, and escalation metrics. - Translate customer feedback and support data into actionable operational improvements. - Deliver regular executive reporting and recommendations based on service performance and operational insights. Requirements: - 7+ years of experience in Customer Service, Customer Support, or Customer Operations leadership roles within ecommerce, marketplace, retail, or technology environments. - Proven experience building or scaling customer service functions in fast-growth or launch environments. - Strong understanding of ecommerce operations, logistics, and post-purchase customer support processes. - Experience implementing customer service platforms, automation, and operational process improvements. - Demonstrated success managing customer service performance metrics such as CSAT, response time, and resolution efficiency at scale. - Strong stakeholder management skills with the ability to collaborate across operations, logistics, product, and marketplace teams. - Experience leading and developing large operational support teams in high-growth environments. Who excels at noon: - We're looking for people with high standards, who understand that hard work matters. - You need to be relentlessly resourceful and operate with a deep bias for action. - We need people with the courage to be fiercely original. - noon is not for everyone; readiness to adapt, pivot, and learn is essential.

7+ years of experience in Customer Service, Customer Support, or Customer Operations leadership roles within ecommerce, marketplace, retail, or technology environments. Proven experience building or scaling customer service functions in fast-growth or launch environments. Strong understanding of ecommerce operations, logistics, and post-purchase customer support processes. Experience implementing customer service platforms, automation, and operational process improvements. Demonstrated success managing customer service performance metrics such as CSAT, response time, and resolution efficiency at scale. Strong stakeholder management skills with the ability to collaborate across operations, logistics, product, and marketplace teams. Experience leading and developing large operational support teams in high-growth environments.

Define and execute the overall customer service strategy aligned with Dubai Mall Online’s premium brand positioning. Lead the day-to-day customer support operations across all service channels including chat, email, voice, and social media. Ensure fast, efficient, and high-quality resolution of customer inquiries, issues, and complaints. Develop service standards and operational frameworks that balance efficiency with high-quality service delivery. Drive continuous service improvement initiatives using customer feedback, operational data, and service analytics. Oversee all customer support activities including inquiries, complaints, order issues, delivery concerns, and return-related support. Design and optimize processes for handling returns, refunds, and exchanges in coordination with operations and logistics teams. Manage complex customer escalations and ensure timely and effective resolution. Act as the senior escalation owner for high-impact customer issues and executive-level cases. Partner closely with logistics, marketplace, product, and operations teams to resolve root-cause issues and prevent recurrence. Evaluate, implement, and optimize customer service platforms and support tooling. Drive automation initiatives to improve response times, resolution efficiency, and operational scalability. Develop and maintain scalable SOPs and service playbooks to ensure consistent customer service delivery. Leverage AI, workflow automation, and knowledge management systems to enhance support efficiency while maintaining service quality. Build, lead, and develop a high-performing customer service organization. Design onboarding, training, and continuous development programs for customer support teams. Establish performance metrics, coaching frameworks, and quality assurance standards. Foster a service-oriented culture focused on responsiveness, accountability, and customer satisfaction. Define and own customer service KPIs including CSAT, response time, resolution time, first-contact resolution, and escalation metrics. Translate customer feedback and support data into actionable operational improvements. Deliver regular executive reporting and recommendations based on service performance and operational insights.