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At Tabby, you will own the customer centricity function, defining and enforcing standards for how well the company resolves customer issues when they reach a human agent (as opposed to being handled by the LLM agent). Your core responsibility is ensuring that every customer conversation exhausts the opportunity to serve fairly and build satisfaction.
You will work primarily through the leadership team, building their capability to identify missed opportunities within their own teams' conversations and holding them accountable for improvement. The role spans four interconnected areas:
**Customer Centricity Standard**: Define what constitutes a good customer conversation using a short, clear set of criteria. Evaluate each interaction against a single judgment: did it meet the standard, and if not, which of three to five root causes explains the gap. Keep the standard current as products, policies, and customer journeys evolve.
**Manager Enablement**: Equip Team Leaders and Operations Managers to apply the customer centricity standard consistently. Run ticket-solving sessions to surface opportunities managers overlook. Use LLM analysis to assess how Team Leaders coach their agents. Your role ensures coaching quality; the Team Leaders own the coaching itself.
**CSAT Ownership**: Diagnose what drives customer satisfaction, where it breaks, and who owns the fix. Build the team's ability to recover CSAT even when outcomes disappoint customers. Categorize detractors by root cause (skill, will, product, or uncontrollable factors) so every data point has an owner. Report both blended CSAT and controllable CSAT separately. Route product-driven dissatisfaction to product owners via Experience Leads.
**LLM Quality & Analysis**: Own the LLM Quality Team, which runs checklists, per-conversation evaluation, and structured feedback into the LLM agent's guidance. Specialize evaluators by product stream and pair them with Experience Leads. Maintain separate evaluation models for LLM (detailed checklists) and human interactions (outcome-driven). Synthesize data from evaluations, CSAT/DSAT verbatims, VoC, complaints, escalations, repeat contacts, and conversations themselves. Dissect findings and work with Analytics to surface drivers. Turn insights into refreshers, training triggers, and process changes with named owners and dates. Measure success on whether identified drivers actually moved.
You will build a small team of high-skill owners with real accountability for outcomes.
**Requirements:**
- 7+ years in CX, service, or sales coaching leadership with real ownership of outcomes
- Experience coaching people to win customers over in telesales, retail, hospitality, or service recovery
- Sales coach mindset (not a checklist owner); fluent in helping agents satisfy customers regardless of constraints
- Data fluent: able to dissect large datasets and dashboards independently, explaining findings without translation
- Calm and measured demeanor
- Track record of leading change that met resistance and made it stick
- Ability to hold positions with senior stakeholders on evidence, and adjust when evidence changes
- Comfortable working in an LLM-heavy environment
