Senior Manager, Customer Centricity

About the role

Tabby is looking for a Senior Manager to own the Customer Centricity function. You will define what a good customer conversation looks like, enable leaders to apply the standard, and ensure the outcomes are fair and satisfying for customers.

Key responsibilities

• Define and maintain a concise Customer Centricity standard that guides every interaction.
• Equip Team Leaders and Operations Managers to evaluate conversations, surface missed opportunities, and coach agents effectively.
• Own the diagnosis of CSAT, identify drivers of satisfaction and dissatisfaction, and build processes to recover scores.
• Lead the LLM Quality team, creating checklists, per‑conversation evaluations, and feedback loops for the AI agent.
• Analyze data from CSAT, VOC, complaints, and conversation logs to generate insights, trigger training, and drive process improvements.

Required profile

• 7+ years of experience in CX, service, or sales coaching leadership with ownership of outcomes.
• Proven ability to lead change, overcome resistance, and embed new practices.
• Strong analytical mindset: comfortable dissecting large datasets and translating findings into action.
• Calm, measured demeanor with the capacity to hold senior stakeholders to evidence.
• Experience coaching teams in telesales, retail, hospitality, or service recovery environments.