customer operations manager

Client of Involved Solutions

About the role: <ul> <li>Support the PMO Director in planning, tracking, and governing customer operations transformation projects.</li> <li>Build visibility across key metrics, KPIs, and project milestones through structured reporting and dashboards.</li> <li>Coordinate stakeholders across multiple departments to ensure timelines, deliverables, and quality standards are met.</li> <li>Drive consistency and documentation across customer processes to enable scalable operations and improved experience.</li> <li>Contribute to the design and rollout of PMO frameworks, templates, and reporting standards.</li> </ul> About you: <ul> <li>6-8 years' experience in transformation, PMO, or project delivery within large organisations.</li> <li>Strong background in governance, reporting, and performance tracking.</li> <li>Skilled in Power BI or equivalent tools to build performance visibility.</li> <li>Excellent stakeholder management and communication skills.</li> <li>PMP certification or PMO experience within customer operations is highly desirable.</li> </ul>

PMO Transformation Manager (Customer Operations)

Keeta

<div>
 
 Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia, UAE, Kuwait, Qatar and Brazil.
 
 
 
 
 
 We&rsquo;re hiring a strategic, data-driven, and customer-obsessed Customer Experience leader to own and accelerate our CE function across multiple countries. This role blends strategy, operational discipline, and cross-functional influence&mdash;partnering with Country GMs, functional leaders, and outsourced contact centers to deliver exceptional customer experiences at scale while continuously improving efficiency and cost-to-serve.
 
 
 
 
 
 
 What You&rsquo;ll Do:
 
 
 <ul>
 <li>
 Set the
 
 CE strategy + roadmap
 
 tied to NPS/CSAT/DSAT and business impact (retention, revenue per order, order lifecycle time)
 </li>
 <li>
 Scale and standardize CE operations across markets (WFM, BPI, TQA, VOC)
 </li>
 <li>
 Lead BPO/vendor governance: SLAs, quality, cost, ramp-up/down, and risk mitigation
 </li>
 <li>
 Improve the end-to-end customer journey: onboarding &rarr; ordering &rarr; delivery &rarr; issue resolution &rarr; refunds/compensation
 </li>
 <li>
 Build strong operating rhythms: KPIs, dashboards, QBRs, escalation paths, and real-time adherence
 </li>
 <li>
 Lead crisis/incident management with calm execution and clear communication
 </li>
 <li>
 Ensure compliance, privacy, and risk controls across markets and partners
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For:
 
 
 <ul>
 <li>
 
 8&ndash;12+ years
 
 in CE/Operations (on-demand: food delivery, ride-hailing, e-commerce preferred)
 </li>
 <li>
 Proven experience scaling
 
 multi-market CE
 
 , ideally across in-house + BPO models
 </li>
 <li>
 Strong analytics + systems thinking (Zendesk / Dynamics / CRM + WFM/QA tools)
 </li>
 <li>
 Confident cross-functional leader with strong stakeholder management
 </li>
 <li>
 
 Fluent English &amp; Mandarin
 
 (multi-market + vendor collaboration)
 </li>
 </ul>
 
 
 
 
 
 Why Keeta?
 
 
 <ul>
 <li>
 Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </li>
 <li>
 Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </li>
 <li>
 Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </li>
 </ul>
 
 
 
 
 📍
 
 Location:
 
 Middle East (
 
 UAE or Bahrain
 
 ) | Multi-country scope
 
 
 #Hiring #MandarinRequired #EnglishMandarin #BilingualRole #SoutheastAsia #SEA #Singapore #HongKong #Malaysia #CustomerExperience #CXLeadership #ContactCenter
 
</div>

Country Head of Customer Experience

Foodmax

<div>
 
 Main responsibilities:
 
 
 1. Conduct in-depth research on corporate cafeterias, hotels, and branded catering markets, fully understand customer needs, market dynamics, and competitive products, regularly produce high-quality analysis reports, and effectively implement valuable suggestions to boost performance.
 
 
 2. Based on data analysis and research, grasp different customer needs, and continuously optimize customer solutions. Develop operational strategies in stages, covering product listings, marketing plans, and sales tools, to increase market share and gross profit scale for specific customers.
 
 
 3. Responsible for the full-process operation of customers, including market development, customer relationship maintenance, and customer value-added services. Specifically, it involves quotation and pricing, reconciliation and invoicing, improving customer order gross profit, optimizing fulfillment plans, etc., to ensure the achievement of project performance goals.
 
 
 4. Maintain product information and prices to ensure data accuracy. Analyze key performance indicators such as GMV, gross profit, product penetration rate, and retention rate, and regularly compile cost reports to provide data support for business decisions.
 
 
 5. Establish and refine customer management rules and procedures, implement meticulous management of customer information, and ensure that customer data is accurate, complete, and updated in a timely manner.
 
 
 6. Collaborate with sales, backend, finance, and other departments to ensure smooth service throughout the entire process from customer order placement to after-sales service, and enhance customer experience.
 
 
 
 
 
 Job requirements:
 
 
 1. Bachelor's degree or above, with over 2 years of experience in market or product operation in the fresh food industry, skilled in conducting research and producing reports.
 
 
 2. Possess clear logical thinking, strong problem-solving abilities, and a keen sensitivity to data.
 
 
 3. Excellent cross-departmental communication and project coordination skills, adept at integrating resources.
 
 
 4. Strong team spirit, good communication skills, and strong ability to handle pressure.
 
 
 5. Possess the ability to solve complex problems.
 
 
 
 
 
 主要职责：
 
 
 1.深入研究企事业食堂、酒店和品牌餐饮市场，全面了解客户需求、市场动态及竞品情况，定期输出高质量分析报告，并将有价值的建议有效落地执行，助力业绩提升。
 
 
 2.基于数据分析与调研，把握不同客户需求，持续优化客户解决方案。分阶段制定运营策略，涵盖商品清单、营销方案、销售工具，提升特定客户市场占有率与毛利规模。
 
 
 3.负责客户的全流程运营，包括市场开发、客户关系维护及客户增值服务。具体涉及报价定价、对账开票、提升客单毛利、优化履约方案等，确保达成项目业绩目标。
 
 
 4.维护商品信息与价格，确保数据准确无误。统计分析关键业绩数据，如GMV、毛利、商品渗透率、留存率等，定期编制成本报表，为业务决策提供数据支持。
 
 
 5.建立并完善客户管理规则与流程，对客户信息进行精细化管理，确保客户数据准确、完整且及时更新。
 
 
 6.协同销售、后端、财务等部门，保障客户从下单到售后的全流程服务顺畅，提升客户体验。
 
 
 
 
 
 岗位要求：
 
 
 1.本科及以上学历，2年以上生鲜行业市场或商品运营经验，擅长调研并出具报告。
 
 
 2.逻辑思维清晰，具备较强的问题解决能力和数据敏感度。
 
 
 3.跨部门沟通与项目协调能力佳，善于整合资源。
 
 
 4.团队合作精神强，沟通好，抗压能力强。
 
 
 5.具备复杂问题解决能力。
 
 
 
 
 
 
 公司简介：
 
 
 
 Foodmax 是中国领先的生鲜零售平台叮咚买菜旗下的全球生鲜供应链服务核心品牌。依托叮咚买菜强大的供应链体系与数字化能力，迅速发展成为一家国际化生鲜供应链企业.
 
 
 
 
 
 Foodmax构建了覆盖&ldquo;产地直采-跨境清关-商品开发-仓储加工-冷链物流-销售服务为一体&rdquo;的全链路服务体系，通过深度合作全球优质产区与食品企业，为海外市场提供高品质肉类、海鲜、果蔬、乳制品及预制食品。自建智能仓储系统，全温层冷链网络，全程冷链运输配送，实现从源头到终端的全程品控，确保食材新鲜度与安全标准。
 
 
 
 
 
 未来，Foodmax将持续通过数据驱动选品、定制化供应链解决方案和可持续采购战略，赋能餐饮企业、零售商及消费者，打造更高效、更绿色的全球食品流通生态，目前主要辐射区域为东南亚（新加坡），中东（迪拜、沙特），北美等。 了解更多关于Foodmax信息，请点击 https://foodmax.me/home
 
 
 
 
 
 关于叮咚买菜 ，NYSE: DDL，创立于2017年5月，总部位于中国上海，是一家专注美好食物的生鲜供应链企业，2021年纳斯达克上市，2024年营收突破35.9亿美元，布局中国核心城市，服务中国用户1亿+，是全球首家在生鲜领域实现盈利的大型生鲜食品企业。 了解更多关于叮咚买菜DDL 的信息，请点击https://www.100.me/home/index
 
 
 
</div>

Commodity Specialist

Majid Al Futtaim

Overview Join to apply for the Assistant Store Manager - eleventy role at Majid Al Futtaim.JOB TITLE Assistant Store Manager Majid Al Futtaim Lifestyle Operations Role Summary The Assistant Store Manager supports the Store Manager in all aspects of day-to-day store operations including the achievement of sales targets and managing and developing the store teams to maximize profitability, maintain brand and company image, ensure operational compliance and offer an excellent customer experience. The Deputy for the Store Managers will manage the operations of the store in their absence and its workforce in line with the overall business objectives at Majid Al Futtaim Lifestyle. Role Profile <ul><li>Lead the team in excellent customer service standards and enable the fulfillment of exceptional customer experiences through a clear understanding of company/brand CX standards, individual customer needs, and an awareness of current trends and competitor.</li><li>Drive the Store team to deliver the highest levels of customer service at all times.</li><li>Build and maintain professional relationships with support teams, providing regular relevant feedback to Marketing, Buying and Planning.</li><li>Drive sales and take initiative to increase sales and business improvement through keen awareness of set KPI targets.</li><li>Manage and implement all sales promotions and brand activities, providing communication to the relevant support teams to ensure maximization of sale.</li><li>Maximize sales opportunities through clear and consistent communication with the Buying and Planning departments.</li><li>Ensure smooth store operations in the absence of the store manager, dealing with any potential disruptions to the business in a timely manner.</li><li>Implement, manage and maintain compliance to Company policies and guidelines to minimize stock loss and damage.</li></ul> Requirements <ul><li>Diploma - High school certificate</li><li>Qualification in Retail related field is an added advantage</li><li>Minimum 4-5 years' industry experience</li><li>Management skills.</li></ul> Attributes <ul><li>Seniority level: Mid-Senior level</li><li>Employment type: Full-time</li><li>Job function: Sales and Business Development</li><li>Industries: Retail</li></ul>

Assistant Store Manager - eleventy

SEVEN SEAS HOTEL L L C

Job Title: Manager The Manager &ndash; AutoX Operations is responsible for overseeing the overall business operations, strategic growth, and performance of the AutoX company. This role requires strong expertise in the automobile industry, including vehicle sales, service operations, workshop management, customer relations, team leadership, and financial performance. The Manager will ensure smooth day-to-day operations while driving revenue growth, operational efficiency, and high levels of customer satisfaction.Key Responsibilities<ul><li>Oversee and manage daily AutoX operations, including vehicle sales, service center activities, and workshop functions.</li><li>Lead, supervise, and motivate cross-functional teams, including sales executives, service advisors, technicians, and administrative staff.</li><li>Develop and implement effective business strategies to increase revenue, profitability, market share, and brand presence.</li><li>Ensure exceptional customer service standards and professionally handle escalated customer complaints and issues.</li><li>Monitor and control vehicle inventory, spare parts, tools, and equipment to maintain optimal stock levels and reduce operational downtime.</li><li>Coordinate and maintain strong relationships with suppliers, dealers, manufacturers, and automotive partners.</li><li>Prepare and review budgets, forecasts, KPIs, and operational performance reports for senior management.</li><li>Ensure compliance with company policies, safety procedures, quality standards, and local automotive regulations.</li><li>Conduct staff training, performance appraisals, coaching, and disciplinary actions in line with company policies.</li><li>Analyze market trends, competitor activity, and customer feedback to continuously improve services and business performance.</li></ul>Requirements &amp; Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Automobile Engineering, or a related field.</li><li>Minimum 5&ndash;8 years of experience in the automobile industry, with at least 2&ndash;3 years in a managerial role (UAE experience preferred).</li><li>Strong understanding of automobile sales processes, service operations, and workshop management.</li><li>Proven leadership, decision-making, and problem-solving abilities.</li><li>Excellent communication, negotiation, and customer relationship management skills.</li><li>Demonstrated ability to manage budgets, operational KPIs, and business targets.</li><li>Proficient in MS Office applications and automobile management systems (DMS/ERP).</li></ul>Skills &amp; Competencies<ul><li>Leadership and team management</li><li>Business development and strategic planning</li><li>Customer service excellence</li><li>Operational efficiency and cost control</li><li>Vendor and supplier management</li><li>Analytical thinking and reporting skills</li></ul>Working Conditions<ul><li>Full-time position</li><li>May require extended or flexible working hours based on operational requirements</li><li>On-site management of AutoX operations</li></ul>Job Types: Full-time, Permanent

Manager

VaporVM

<div><div><div>Date Posted:</div>
24 December, 2025</div>
<div><div>Industry:</div>
IT Services and IT Consulting</div>
<div><div>Location:</div>
VAPORVM IT SERVICES DMCC</div></div>
 <div><h2 class="jobSectionHeader">Job Description:</h2>
<div>NOC &amp; Call Center Manager

Position Summary

The NOC &amp; Call Center Manager leads both the technical 24&times;7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.

Core Responsibilities
<ul><li>Manage NOC operations (infrastructure, network, cloud monitoring) and Call Center operations(customer service, helpdesk).</li></ul>
<ul><li>Define and monitor KPIs across both domains (MTTR, SLA uptime, AHT, FCR, CSAT).</li></ul>
<ul><li>Oversee workforce scheduling, 24&times;7 coverage, and rotation planning.</li></ul>
<ul><li>Lead incident management, escalation handling, and major incident communication.</li></ul>
<ul><li>Ensure integration of monitoring tools (NOC) with ITSM/ticketing systems (Call Center).</li></ul>
<ul><li>Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.</li></ul>
<ul><li>Generate executive reports for management and drive continuous service improvement.</li></ul>

Required Experience
<ul><li>12+ years in IT operations, customer service, or service management.</li></ul>
<ul><li>5+ years in managing NOC, SOC, or Call Center operations.</li></ul>

Skills
<ul><li>Strong command of ITIL, ISO 20000 for service operations.</li></ul>
<ul><li>Leadership and staff development across technical and customer teams.</li></ul>
<ul><li>Proficiency in NOC monitoring tools (Dynatrace, vROps, SolarWinds) and Call Center CRM/IVR systems.</li></ul>
<ul><li>Crisis management and cross-functional stakeholder engagement.</li></ul>
<ul><li>Arabic Language Business Proficiency</li></ul>

Certifications
<ul><li>ITIL v4 Managing Professional (mandatory).</li></ul>
<ul><li>PMP or PgMP (preferred).</li></ul>
<ul><li>Customer Service/Call Center Operations certification (preferred).</li></ul>

Key Deliverables
<ul><li>Unified operational dashboard covering NOC and Call Center performance.</li></ul>
<ul><li>Monthly SLA, uptime, and customer satisfaction reports.</li></ul>
<ul><li>Staff training, shift rotation plans, and workforce optimization schedules.</li></ul>
<ul><li>Incident and problem management reports with root cause analysis.</li></ul>

KPIs
<ul><li>Service Availability &amp; SLA compliance.</li></ul>
<ul><li>MTTR / MTTA (technical incidents).</li></ul>
<ul><li>First Call Resolution (FCR) &amp; CSAT (customer support).</li></ul>
<ul><li>Staff productivity and schedule adherence.</li></ul>

Reporting

Reports to Head of IT (Deputy CTO/CTO), with dotted-line reporting to Customer Experience leadership.</div></div>

NOC & Call Center

<div>
 
 
 BUSINESS INTRODUCTION
 
 
 
 
 
 
 Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie &amp; Fitch, &amp; Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
 
 
 
 
 
 
 JOB TITLE
 
 
 
 
 
 
 Assistant Store Manager | Majid Al Futtaim Lifestyle | Operations
 
 
 
 
 
 
 ROLE SUMMARY
 
 
 
 
 
 
 The Assistant Store Manager supports the Store Manager in all aspects of day-to-day store operations including the achievement of sales targets and managing and developing the store teams to maximize profitability, maintain brand and company image, ensure operational compliance and offer an excellent customer experience. The Deputy for the Store Managers will manage the operations of the store in their absence and its workforce in line with the overall business objectives at Majid Al Futtaim Lifestyle.
 
 
 
 
 
 
 ROLE PROFILE
 
 
 
 
 
 <ul>
 <li>
 Lead the team in excellent customer service standards and enable the fulfillment of exceptional customer experiences through a clear understanding of company/brand CX standards, individual customer needs, and an awareness of current trends and competitor.
 </li>
 <li>
 Drive the Store team to deliver the highest levels of customer service at all times.
 </li>
 <li>
 Build and maintain professional relationships with support teams, providing regular relevant feedback to Marketing, Buying and Planning.
 </li>
 <li>
 Drive sales and take initiative to increase sales and business improvement through keen awareness of set KPI targets.
 </li>
 <li>
 Manage and implement all sales promotions and brand activities, providing communication to the relevant support teams to ensure maximization of sale.
 </li>
 <li>
 Maximize sales opportunities through clear and consistent communication with the Buying and Planning departments.
 </li>
 <li>
 Ensure smooth store operations in the absence of the store manager, dealing with any potential disruptions to the business in a timely manner.
 </li>
 <li>
 Implement, manage and maintain compliance to Company policies and guidelines to minimize stock loss and damage.
 </li>
 </ul>
 
 
 
 
 
 REQUIREMENTS
 
 
 
 
 
 <ul>
 <li>
 Diploma - High school certificate
 </li>
 <li>
 Qualification in Retail related field is an added advantage
 </li>
 <li>
 Minimum 4-5 years&rsquo; industry experience
 </li>
 <li>
 Management skills
 </li>
 </ul>
 
 
 
 
 
 WHAT WE OFFER
 
 
 
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
 <li>
 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
 </li>
 <li>
 Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model
 </li>
 </ul>
</div>

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