Senior Manager – Customer Service Analytics & Product Strategy

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, Business Intelligence 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.

We are seeking a senior professional who began their career in Business Intelligence and has evolved into a broader operations or product-driven role. This position requires an individual with strong analytical depth who can translate data into actionable product enhancements, operational improvements, and scalable CS solutions. The ideal candidate brings several years of hands-on BI experience paired with demonstrated leadership in driving product initiatives, partnering with engineering, and shaping customer experience strategies in a large-scale e-commerce environment.

1. Customer Service Analytics & Insights (BI Focus)

• Lead the end-to-end analytics function for CS, including data modelling, dashboarding, forecasting, root-cause analysis, and deep-dive performance insights.
• Build and maintain scalable BI frameworks across key CS metrics (AHT, NPS/CSAT, Contact Drivers, SLA performance, First-Contact Resolution, Leakage).
• Partner with Ops, Product, Tech, and CX teams to translate insights into measurable business outcomes.
• Establish a data governance model to ensure data integrity, availability, and accuracy across multiple systems.

2. Product Ownership & Strategy

• Act as a product owner for CS tools, workflows, and automation initiatives—defining requirements, writing PRDs, and prioritizing the roadmap based on business impact.
• Collaborate with engineering and product teams to develop and enhance CS platforms including CRM, BOT/IVR, contact routing, QA tools, and agent productivity modules.
• Drive continuous improvement in customer journeys by identifying friction points and enabling tech-driven solutions.
• Lead experimentation (A/B testing, feature rollouts, pilots) to validate product hypotheses and quantify impact.

3. Operational Excellence & Transformation

• Partner with CS operations leadership to optimize processes, improve efficiency, and reduce cost-to-serve through data-backed recommendations.
• Own strategic initiatives such as contact reduction, automation, proactive issue detection, and VOC (Voice of Customer) deep-dives.
• Serve as a bridge between CS Ops, Product, and Tech to ensure seamless implementation of new tools, processes, and capabilities.
• Lead program governance for large-scale initiatives, including project planning, risk management, stakeholder alignment, and executive reporting.

4. Stakeholder Management & Leadership

• Present insights, business cases, and strategic recommendations to senior leadership.
• Partner cross-functionally with Logistics, Catalog, Pricing, Engineering, Quality, and Marketplace teams to influence upstream improvements.
• Manage and mentor a team of BI analysts, data specialists, or product associates as required.
• Create a culture of data-driven decision making across the CS organization.

What you'll need:

• 8+ years of progressive experience across Business Intelligence, Analytics, Product, or CS technology functions.
• Strong BI foundation with advanced skills in SQL, data modelling, visualization tools (Tableau/Power BI/Looker), and statistical analysis.
• Proven experience translating data insights into product requirements and operational improvements.
• Strong understanding of large-scale e-commerce workflows, customer journeys, and CS ecosystems.
• Experience working with engineering and product teams and testing new development in an agile environment.
• Strong problem-solving, stakeholder management, and communication skills.

Preferred Qualifications

• Prior experience in Customer Service for e-commerce, marketplaces, or high-transaction B2C environments.
• Exposure to CRM systems (Zoho, Freshdesk etc), automation/BOT platforms, and contact center technologies.
• Experience managing or influencing cross-functional teams with strong cross-functional alignment and predictable program execution.
• Ability to balance long-term strategic thinking with hands-on execution.
• Increased automation and self-service adoption.
• Reduction in contact drivers and improvement in CSAT/NPS.

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.