Customer Experience Manager

About the role

The Customer Experience Manager will lead the improvement of end‑to‑end customer interactions for a fast‑scaling digital marketplace serving millions worldwide. Based in Saudi Arabia, you will turn feedback and operational data into actionable enhancements, working closely with support, product, operations, and training teams.

Key responsibilities

• Own and continuously improve the customer experience quality framework across support interactions.
• Analyze feedback, support tickets, and operational data to identify recurring issues and root causes.
• Monitor and report on CX metrics such as CSAT, CES, NPS, FCR, and ticket trends.
• Build and maintain dashboards that provide clear visibility into CX performance.
• Map the customer journey, pinpoint friction points, and recommend improvements.
• Collaborate cross‑functionally to translate insights into product, process, and policy changes.
• Drive continuous improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials and coaching programs 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.
• Strong analytical and problem‑solving abilities.
• Proven ability to work with customer support teams and leverage support data.
• Experience collaborating with Product, Operations, and Training teams.

Required skills

• Maestro QA or similar quality assurance tools
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI, or Metabase
• Use of AI tools to optimize processes