Customer Experience Manager

About the role

The Customer Experience Manager will lead the improvement of end‑to‑end CX for a fast‑scaling digital marketplace serving millions worldwide. Based in the United Arab Emirates, you will turn feedback and operational data into actionable enhancements, acting as the bridge between support, product, operations, and training teams.

Key responsibilities

• Own and continuously improve the CX quality framework across support interactions.
• Analyze feedback, tickets and operational data to uncover recurring issues and root causes.
• Monitor, report and act on CX metrics such as CSAT, CES, NPS, FCR and ticket trends.
• Build dashboards and reporting structures for clear visibility of CX performance.
• Map the customer journey, identify friction points and recommend improvements.
• Collaborate with Product, Operations and Training to translate insights into process, product and policy changes.
• Drive continuous improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials, coaching programs and process enhancements for support teams.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights or Support Operations.
• Hands‑on experience managing quality assurance programs (e.g., Maestro QA or similar).
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with Product, Operations and Training teams.

Required skills

• Maestro QA (or similar QA tools)
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI or Metabase