Operations Manager, Customer Support

About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers online needs.

noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon in minutes, noon Food, NowNow, SIVVI, noon one.

At noon we have the courage to pursue what seems impossible, we work hard to get things done, and we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you you will enjoy this incredible journey with us!

Who are we

At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.

What are we looking for

This role will be part of the Customer Experience function where the candidate should have a customer-centric mindset and demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum. The role is expected to challenge any threats to customer experience, advocate on behalf of the customer, and communicate any risks to CS Operations in a timely manner.

What will the role look like

You will:

• Customer Service Oversight: Oversee day-to-day Customer Service operations and manage annual performance evaluations and monthly forecasts. Develop and execute strategic customer service plans, and present detailed analysis and recommendations to senior management.
• Vendor Management: Coordinate with outsourcing partners to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Process Improvement: Analyze current customer service processes and redesign them to improve service levels and efficiency. Study and evaluate performance metrics to drive continuous improvement in customer service quality.
• Stakeholder Communication: Act as the point of contact between your company and the outsourced centers. Facilitate effective communication and problem resolution. Build and maintain strong cross-functional relationships to drive service initiatives and support broader business goals.
• Reporting and Metrics: Develop, maintain, and analyze daily, weekly, and monthly reports on customer service performance and KPIs. Monitor and meet established Customer Service KPIs, and analyze CSAT and other core CX metrics to drive improvements.
• Compliance and Risk Management: Ensure that operations comply with relevant regulations and company policies. Manage risk and troubleshoot operational issues.
• Quantitative and Qualitative Analysis: Perform in-depth analysis of internal and customer-facing processes to identify areas for improvement. Troubleshoot and resolve issues related to processes affecting service level agreements (SLAs).

Overall, the role demands an excellent problem solver who can understand gaps in process, derive insights from data (strong data analytics) and can lead Ops team as well as collaborate with stakeholders to drive initiatives end to end.

Attributes to succeed in the role

Skills experiences and behaviors required

• 5-7 years of experience in CS operations management, with a focus on managing outsourced operations on-site.
• Proven experience in managing multiple operational centers or teams in E-commerce industry.
• Proficient in advance Excel, PowerPoint, and creating business dashboards.
• Possesses excellent follow-up capabilities, the ability to prioritize and handle several projects simultaneously.
• Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams. Good Communication & Organizational skills.
• Handled large team size in the past (50+)

Who will excel

We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own wor