AVP - Contact Center Operations

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a AVP - Contact Center Operations who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

This role will be responsible for overseeing the day-to-day operations of our multi-channel customer service center in Saudi Arabia. This pivotal role ensures that our KSA customers receive world-class support across all touchpoints (call, chat, email, social media) in line with our brand promise. Role will drive performance against key metrics (SLAs, CSAT, AHT), lead and develop a high-performing team, and implement strategic initiatives to optimize efficiency and enhance the overall e-commerce customer experience in the local market.

Key Responsibilities

I. Operational Performance & Efficiency

• Develop and execute a comprehensive Customer Service and CX strategy tailored to the KSA e-commerce landscape, aligning with the company's overall business and growth objectives.
• KPI Management: Define, track, and consistently achieve critical Contact Center KPIs, including Service Level (SL), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and Quality Assurance (QA) scores.
• Workflow Optimization: Continuously analyze contact center processes, identifying and implementing improvements to enhance efficiency, reduce costs, and streamline customer journeys, particularly for e-commerce-specific issues (order tracking, returns, refunds, payment issues etc).
• Ensure that all customer communication, knowledge base, and self-service tools are fully localized and professionally executed in both Arabic (essential) and English.
• WFM & Staffing: Oversee Workforce Management (WFM) to ensure optimal staffing, scheduling, and resource allocation across all channels to meet fluctuating demand, especially during peak e-commerce seasons.
• Technology & Systems: Act as the super-user/owner for all Contact Center technology (CRM, IVR, WFM tools). Ensure systems are configured and utilized effectively to support operational goals.
• Oversee the effective utilization of CRM, ticketing, and automation technologies to optimize service delivery.
• Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.

II. Team Leadership & Development

• Lead, mentor, and motivate the KSA Customer Service team, including supervisors and agents, to achieve high-performance metrics and deliver exceptional service quality.
• Oversee recruitment, training, and onboarding programs, ensuring the team is proficient in product knowledge, e-commerce processes, CRM systems, and KSA customer etiquette.
• Conduct regular performance reviews, provide constructive feedback, and establish clear career progression paths.
• Champion a customer-centric culture across the entire KSA organization.

III. Customer Experience

• Voice of Customer (VoC): Analyze customer feedback, data, and call center trends to provide actionable insights to senior management and cross-functional teams (Logistics, Tech, Product) to drive continuous improvement in the e-commerce platform and service.
• Local Expertise: Ensure service delivery is culturally relevant and compliant with KSA business and consumer protection regulations.
• Escalation Management: Handle escalated and complex customer issues, and VIP complaints with professionalism, ensuring swift, effective, and compliant resolutions that reinforce brand trust.

IV. Cross-Functional Collaboration

• Collaborate with Product, Tech, Operations, and Logistics teams to implement process improvements that eliminate friction and enhance the overall e-commerce experience.

V . Compliance & Quality:

• Establish and enforce quality assurance standards for all customer interactions, ensuring adherence to company policies and local KSA consumer protection laws and regulations.
• Implement and maintain a robust quality monitoring and coaching program.

What you'll need:

• Education: Bachelor’s degree, Operations Management, or a related field.
• Experience: Minimum of 7 years of progressive experience in contact center/call center operations, with at least 3 years in a management role for a high-volume operation, preferably within the e-commerce, retail, or tech industry.
• Proven track record of building and managing customer service operations in Saudi Arabia (KSA).
• Language: Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
• Technical Proficiency: Knowledge of CRM platforms, IVR systems, and WFM tools.
• Leadership: Proven track record of leading, coaching, and motivating large teams to achieve challenging performance targets.
• Excellent conflict resolution, negotiation, and communication (written and verbal) skills.
• Analytical Skills: Strong analytical ability to translate raw data (KPIs, CSAT scores) into actionable operational strategies.
• KSA Market Knowledge: In-depth understanding of the KSA customer service landscape, consumer expectations, and local business practices.

Preferred Qualifications

• Experience in a regional (MENA) or international customer service environment and e-commerce background
• Certification in Contact Center Management

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.