Manager Customer Support and Training

About the role

The Manager, Customer Support & Training leads the strategy, operations and people agenda that deliver excellent customer experiences across all service channels for ADNOC Distribution. This senior role sets the vision for the contact centre, quality assurance and enterprise learning, driving digital transformation and a culture of empathy and continuous improvement.

Key responsibilities

• Develop and execute a multi‑year roadmap for customer support and training aligned with corporate strategy.
• Lead the Calls & Service Centre, overseeing queue design, workforce planning, KPI monitoring (CSAT, NPS, FCR, AHT) and escalation management.
• Own the quality‑assurance framework, defining scoring models, calibration routines and continuous‑improvement programmes.
• Translate Voice‑of‑Customer insights and operational data into prioritized initiatives and business cases.
• Implement Lean/Six Sigma methods to eliminate waste, shorten resolution times and improve service efficiency.
• Ensure regulatory compliance, incident management, business‑continuity readiness and robust knowledge‑enabled handling standards.

Required profile

• Proven senior leadership experience in customer support, call‑centre operations or service transformation.
• Strong analytical mindset with ability to turn data into actionable strategies.
• Excellent stakeholder management and governance skills.
• Demonstrated ability to lead cross‑functional change programmes.

Required skills

• Lean Six Sigma methodology