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Tabby is a GCC-based fintech company offering Buy Now, Pay Later solutions to millions of customers across the Middle East and North Africa region. We are seeking an experienced Customer Experience Operations Manager to lead and optimize our contact center operations.
In this role, you will own the end-to-end performance of the contact center operation, including quality of daily decisions, capability development of team leaders, and resulting customer experience. You will diagnose root causes of performance, quality, and CX issues rather than react to symptoms. When metrics shift, you explain why, what changed, and what comes next, bringing data-driven recommendations to leadership.
Key responsibilities include building and coaching team leaders to manage their own people effectively, catching underperformance early and implementing fair, time-bound improvement plans with genuine support before considering termination. You will drive cross-functional solutions with product, service desk, quality, training, and workforce management teams, owning outcomes end-to-end without handing problems off. You balance day-to-day escalation management with pattern recognition, identifying systemic issues and acting on root causes.
You will own the customer impact of every operational choice—staffing gaps, coaching delays, and turnover all affect customer experience across calls, email, chat, and social channels. You will identify inefficiencies, implement automation and self-service where genuinely helpful, and justify changes with evidence. You maintain compliance with local regulatory and company standards while providing leadership with accurate, honest reporting.
Required qualifications: Bachelor's degree in Business Administration or related field; 10+ years in contact center operations including 5+ years leading teams (Supervisor/Team Lead level) or 2+ years as an Operations Manager running inbound teams; demonstrated ability to improve KPIs (CSAT, response time, first-contact resolution) with clear reasoning; proven examples of building team leader capability and recovering underperformers; fluency in English and the primary market language (Arabic for GCC markets) in writing and speech; proficiency with CRM systems, contact center technology, and workforce management tools; knowledge of local market dynamics, regulatory requirements, and cultural nuance.
