Head of Customer Happiness & Operations

Circles.Life

Employer Active

Posted on 29 Mar

Experience

15 - 17 Years

Job Location

Dubai - United Arab Emirates

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Lead end-to-end Customer Operations: Oversee the full customer lifecycle, from onboarding to issue resolution, ensuring every customer touchpoint is optimized for speed, simplicity, and satisfaction.

  • Design and scale service models: Design scalable, digital-first service operations leveraging chatbots, AI-assisted support tools, self-service journeys, and CRM platforms to reduce customer friction and increase resolution rates.
  • Deliver on key customer metrics: Drive measurable improvements in CSAT, NPS, TAT, first-contact resolution and other customer metrics, ensuring alignment with business KPIs / OKRs
  • Operational transformation: Collaborate with the Circles Digital Advisory & Support Services ( DASS ) Customer Services & Operations teams to design and implement policies, processes and controls that improve service delivery, while management vendor performance, SLAs and compliance standards; as well as delivering on key CX transformation initiatives
  • Cross-functional collaboration: Collaborate closely with the country operations team to ensure seamless execution of service initiatives and customer-impacting programs
  • Build and lead a high-performing team: Recruit, mentor, and empower a lean, agile operations team that thrives on data, accountability and efficiency-first thinking

Desired Candidate Profile

We are seeking a results-driven, customer-obsessed leader to build and scale the Customer Service & Operations function for a newly launching digital telco brand in the MENA region. This is a foundational leadership role responsible for delivering exceptional customer experiences, driving operational rigor, and embedding customer-centricity into every part of the business.

The ideal candidate brings deep experience in CX strategy, digital operations, and service design, with a proven track record of leading high-performing teams in fast-paced digital consumer or B2C telco environments.

Company Industry

Department / Functional Area

Keywords

  • Head Of Customer Happiness & Operations

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Circles.Life


https://circles.wd103.myworkdayjobs.com/en-US/Circles/job/United-Arab-Emirates/Head-of-Customer-Happiness---Operations_R-100006

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