Customer Experience Strategist
16 hours ago
We are seeking a skilled Customer Experience Strategist to lead key initiatives in our fast-growing e-commerce environment. This role will strengthen leadership within the customer service team, manage high-priority customer escalations, and shape the customer experience technology roadmap to improve both customer and agent interactions.
This position requires a strong problem-solving, analytical, and people development capability, as well as stakeholder management skills. The ideal candidate will have hands-on experience with CRM platforms, automation tools, and knowledge bases; a strong track record in defining and executing customer experience technology roadmaps is also necessary.
The successful candidate will be responsible for analyzing escalation trends, customer feedback, and support metrics to identify root causes and deploy best practices to improve response times. They will also drive execution against key customer experience performance metrics, including FCR, CSAT, AHT, Quality, Productivity, and enhance SLAs and maintain audit/compliance readiness.
Requirements- Customer-first mindset with 12+ years of experience in customer service/operations/program management in an e-commerce environment, including 4–5 years in senior leadership.
- Proven ability to lead and manage large, distributed customer service operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.
- Strategic thinking, problem solving & execution ownership. Proven ability to lead large, complex programs and deliver measurable outcomes.
- Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills. Must have the ability to dive deep into multi-functional business processes.
- Hands-on experience with CRM platforms, automation tools, and knowledge bases; strong track record in defining and executing CS technology roadmaps.
- High adaptability, flexibility and resilience in dynamic environments - proactive self-starter.
- Operates with a founder’s mindset, takes full ownership of challenges, and drives accountability and outcomes.
This role offers the opportunity to work with a young, aggressive, and talented team driving major missions forward. We are looking for a Senior Program Manager in Customer Service to lead key initiatives in a fast-growing e-commerce environment.
The ideal candidate will be part of a fast-paced, dynamic environment where they will have the opportunity to grow and develop their skills. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
About UsWe are a company 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 Program Manager, Customer Support who can help us move even faster.
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