
Customer Experience Leadership Executive
1 week ago
noon is 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 are looking for a Senior Program Manager in Customer Service to lead key initiatives in a fast-growing e-commerce environment. This role will strengthen leadership within the CS team, manage high-priority customer escalations, and shape the CS technology roadmap to improve both customer and agent experience.
Key Responsibilities:- Manage a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support.
- Drive customer satisfaction, reduce churn, and build long-term improvements in customer support processes.
- Lead regular performance reviews across sites and present progress updates to senior leadership.
- Strengthen communication protocols to ensure escalations are handled with empathy, speed, and transparency.
- 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment.
- 4–5 years of senior leadership experience.
- Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills.
- Hands-on experience with CRM platforms, automation tools, and knowledge bases.
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