Customer Experience Manager

Oman Investment Authority

Job description

• Develop, document, and maintain the company s quality management system, including SOPs, workflows, and standards.
• Ensure all quality processes align with company strategy and operational capabilities.
• Continuously review and update quality documentation based on feedback, performance analysis, and customer complaints.
• Train departments on quality procedures and ensure effective implementation across Sales and Operations.
• Serve as the judgment authority to resolve customer complaints and disputes between Sales and Operations.
• Analyze root causes of customer issues and implement corrective actions with clear escalation and resolution workflows.
• Conduct internal audits and reviews to ensure compliance with quality procedures and customer service protocols.
• Provide clear documentation and communication to stakeholders on quality decisions and improvements.
• Develop and present regular reports on quality metrics, complaints analysis, and improvement initiatives.
• Lead continuous improvement initiatives using Lean Six Sigma or similar methodologies to enhance operations efficiency and customer satisfaction.
• Facilitate cross-functional collaboration between departments to ensure alignment on quality and excellence goals.
• Design, implement, and monitor key performance indicators (KPIs) related to quality, operational excellence, and customer experience.
• Carry out any other activities as and when required by the reporting manager.

Qualifications

• Education Level bachelor s degree in business, Industrial Engineering, or equivalent.
• ISO or lean six sigma certification is preferred.

Experience

• Minimum 8 years of experience, including 2 years in managerial level.

Competencies

• Deep knowledge of quality systems (ISO, HACCP, etc.) and tools such as FMEA, CAPA, and Root Cause Analysis.
• Lean Six Sigma methodologies to improve performance and reduce waste/variation.
• Focused on delivering a high-quality customer experience.
• Proactive in identifying pain points and ensuring customer complaints are addressed with structured solutions.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills in both Arabic and English.