Senior Manager, Customer Operations

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Manager, Customer Operations who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

The Senior Manager will be the executive leader overseeing high-volume, multi-channel customer service operations and directly owning the strategic resolution and prevention of critical escalations. This role is fully accountable for achieving operational excellence, protecting brand reputation through effective crisis management, and driving systemic customer experience improvements across the e-commerce platform.

Key Responsibilities

1. Crisis & Escalation Management

• Ultimate Ownership:

  Own the resolution of all executive, legal, social media-driven, and high-financial-value customer escalations, ensuring prompt, satisfactory, and brand-protective outcomes.

• Policy & Exception Authority:

  Act as the

  final internal authority

  for dispute resolution, defining

  SLAs for internal turnaround times (TAT)

  and authorizing exceptions/financial goodwill to resolve critical cases.

• Triage & Compliance:

  Develop and implement a

  triage and routing matrix

  for high-priority contacts, ensuring immediate direction to specialized teams while adhering to legal and company compliance requirements.

2. Operational Excellence & Performance

• KPI Accountability:

  Drive

  24/7 multi-channel operations

  (Chat, Email, Social, Cross-Platform) to consistently achieve key performance metrics, including

  FCR, CSAT, AHT, Quality, and Productivity

  .

• Data-Driven Improvement:

  Monitor key CS metrics,

  identify underlying reasons

  for non-adherence, and implement

  data-driven improvements

  in collaboration with Quality, Training, and Product teams.

• Workforce Management (WFM):

  Oversee

  manpower rostering, shift planning, and availability

  to ensure optimal headcount distribution and execution aligns with business forecasts and fluctuating demand.

• Reporting:

  Prepare and deliver

  Daily, Weekly, and Monthly reports

  to CS leadership, providing concise performance summaries, RCA deep-dives, and strategic project updates.

3. Quality, Coaching & People Leadership

• Culture & Development:

  Inspire, coach, and develop managers, Team Leads, and agents to build a

  high-performance, customer-first culture

  .

• Talent Strategy:

  Review agent performance quartiles, developing strategies (coaching, training, mentorship) to

  shift mid-performers to the top and reduce attrition

  .

• On-Floor Presence & Audits:

  Lead floor presence activities (stand-ups, shadowing),

  randomly audit interactions, and directly speak with customers

  to identify improvement areas and immediately brief Teams/Leads on the outcomes.

• Team QA:

  Establish

  robust quality assurance and coaching frameworks

  specific to the escalations team, focusing on

  resolution quality, speed, and de-escalation success rate.

4. Root Cause Analysis (RCA) & Prevention

• Systemic RCA:

  Lead analytical deep-dives into systemic escalation drivers (e.g., policy gaps, product bugs, fulfillment failures).

• Cross-Functional Influence:

  Collaborate with

  Product, Tech, Legal, and Risk

  teams to translate escalation trends into

  prioritized product features or policy changes

  .

• Executive Presentation:

  Present strategic findings,

  corrective/preventive actions

  , and clear business impact/ROI justifications to senior leadership.

What you'll need:

• 7+ years

  in high-volume CS Operations, with

  3+ years managing a dedicated Escalations/Executive Response team

  within e-commerce, retail, or a tech organization.
• Bachelor’s degree required; Master’s degree preferred.
• Proven track record in high-stakes

  crisis resolution, complaint handling, and brand damage mitigation.

• Exceptional

  executive-level verbal and written communication

  skills, able to convey sensitive information and resolution strategies to internal and external stakeholders (including Legal).
• Strong ability to use data (SQL/BI Tools) for

  deep-dive RCA

  and to build data-driven business cases for change.
• Demonstrated proficiency in

  conflict resolution, negotiation, and people development

  under pressure.

Who will excel?

• 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.