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customer service operations manager

Aurora Vision Group

<div>
 
 
 POSITION SUMMARY
 
 
 
 Reports directly to the CEO and works closely with secondary key stakeholders, including the CFO/COO, E-commerce Manager, Retail Manager, Finance, and Logistics teams. The Customer Service &amp; Operations Manager is primarily responsible for managing and elevating the entire customer care function across our D2C channels (ecommerce and retail). This role is at the heart of our customer-first promise: ensuring every issue is resolved seamlessly and every touchpoint reflects our brand values.
 
 
 
 
 
 The role requires a strong operator who can lead and align cross-functional teams (retail, e-commerce, digital product, logistics, finance) to resolve problems at their root cause, while continuously improving processes to anticipate customer needs. This is both a strategic and hands-on role&mdash;balancing daily resolution of escalations with building a framework for long-term customer satisfaction, loyalty, and operational efficiency.
 
 
 
 
 
 This Job Description intends to highlight the most critical areas of responsibility only and does not cover all aspects of the Position.
 
 
 
 
 
 
 KEY RESPONSIBILITIES
 
 
 <ul>
 <li>
 Leads and manages the Customer Care/Service team, setting standards for service quality, speed, and resolution.
 </li>
 <li>
 Owns all customer issue escalations across ecommerce and retail, ensuring timely resolution and communication.
 </li>
 <li>
 Proactively drives cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance to eliminate friction and improve end-to-end customer experience.
 </li>
 <li>
 Develops, monitors, and reports on customer care KPIs (e.g., resolution time, NPS, repeat issues, CSAT).
 </li>
 <li>
 Implements systems, workflows, and tools that scale with PANGAIA&rsquo;s growth, ensuring operational excellence.
 </li>
 <li>
 Analyzes recurring customer pain points and partners with product, digital, and logistics teams to address structural issues.
 </li>
 <li>
 Establishes best practices for managing returns, refunds, exchanges, and special cases.
 </li>
 <li>
 Acts as the voice of the customer in decision-making forums, ensuring our brand values and promise are upheld.
 </li>
 <li>
 Drives training, knowledge-sharing, and empowerment across frontline teams (retail associates, ecommerce support).
 </li>
 </ul>
 
 
 
 
 
 SUCCESS METRICS/KPIs
 
 
 <ul>
 <li>
 Customer Satisfaction (CSAT)
 </li>
 <li>
 Net Promoter Score (NPS)
 </li>
 <li>
 Resolution Time
 </li>
 <li>
 First Contact Resolution
 </li>
 <li>
 Repeat Issues:
 </li>
 <li>
 Escalation Rate
 </li>
 <li>
 Returns &amp; Refund SLA
 </li>
 </ul>
 
 
 
 
 
 POSITION REQUIREMENTS
 
 
 
 
 EDUCATION &amp; EXPERIENCE
 
 
 <ul>
 <li>
 5+ years of experience in
 
 customer care, operations, or service excellence
 
 , ideally in premium fashion, retail, or ecommerce.
 </li>
 <li>
 Strong background in
 
 operational problem-solving and process improvement
 
 .
 </li>
 <li>
 Proven ability to
 
 influence and align cross-functional teams
 
 without direct authority.
 </li>
 <li>
 Excellent communication, stakeholder management, and escalation handling skills.
 </li>
 <li>
 Data-driven mindset, with experience using CRM/ticketing tools, analytics, and reporting systems.
 </li>
 <li>
 A balance of
 
 strategic leadership and hands-on execution
 
 , able to switch between detail and big picture.
 </li>
 <li>
 Passion for innovation, design, and building a customer-first culture.
 </li>
 </ul>
 
 
</div>

Customer Service Operations Manager

James Cafe

James Caf&eacute; is a vibrant and welcoming culinary destination in the heart of Abu Dhabi, offering a fusion of European and international flavors in a stylish, casual dining setting. We pride ourselves on exceptional service, warm hospitality, and a cosmopolitan atmosphere.About the Role:James Caf&eacute; is seeking a highly motivated and experienced Restaurant Manager to lead our front of the house and back of the house teams. The Restaurant Manager will oversee daily operations, ensure exceptional customer service, and drive business performance while maintaining the warm and welcoming James Caf&eacute; vibe.Key Responsibilities:<ul><li>Manage daily operations of the caf&eacute; (staffing, scheduling, inventory, cleanliness)</li><li>Lead, train, and motivate the team to deliver excellent customer service</li><li>Monitor sales and expenses; implement strategies to meet revenue goals</li><li>Handle customer inquiries, complaints, and feedback professionally</li><li>Ensure compliance with food safety and hygiene standards (HACCP)</li><li>Coordinate with the kitchen team to ensure smooth service and quality</li></ul>Requirements:<ul><li>Minimum 3 years experience in a caf&eacute; or restaurant management role</li><li>Strong leadership, communication, and people skills</li><li>Familiar with POS systems, inventory, and basic financial reporting</li><li>Knowledge of HACCP and food safety regulations</li><li>Ability to work under pressure and solve problems quickly</li><li>Energetic, hands-on, and passionate about customer service</li></ul>Job Type: Full-time

Restaurant Manager - Female Candidate Preferred

Modon

<div>
 
 
 Job Purpose
 
 
 
 To oversee and ensure smooth day-to-day operations of the Velodrome, combining administrative, financial, and technical responsibilities with strong leadership and customer service delivery. The Duty Manager will ensure the highest safety standards, operational readiness, and customer care while supporting the development of sport programs, events, and community initiatives.
 
 
 
 Key Responsibilities
 
 
 
 
 Operations &amp; Administrative Support
 
 
 <ul>
 <li>
 Provide business, administrative, and operational support to the Management Team.
 </li>
 <li>
 Assist the Operations Manager in supervising the Customer Service Team.
 </li>
 <li>
 Oversee accuracy of the Velodrome&rsquo;s advertised programmes and booking systems.
 </li>
 <li>
 Monitor and update the venue&rsquo;s Quality Management System (QMS), ensuring all policies, procedures, NOPs, and Risk Assessments are current, reviewed annually, and correctly filed.
 </li>
 <li>
 Generate operational and performance reports and presentations, including financial, sustainability, safety, and event updates.
 </li>
 <li>
 Manage administrative tasks linked to recruitment, onboarding, training, attendance, and sickness records.
 </li>
 <li>
 Ensure venue check sheets, paperwork, and record-keeping are maintained, accurate, and up to date.
 </li>
 <li>
 Support planning, setup, and execution of local, national, and international events, ensuring venue readiness.
 </li>
 <li>
 Manage incident and emergency response, coordinating with medical teams, and ensure proper post-incident reporting.
 </li>
 </ul>
 
 
 Finance
 
 
 <ul>
 <li>
 Handle purchase orders, invoice processing, and follow-up on payments.
 </li>
 <li>
 Manage membership payments, bookings, and revenue collection before events.
 </li>
 <li>
 Support Managers with hire agreements, contracts, and invoicing.
 </li>
 <li>
 Follow financial and banking procedures, investigating and reporting discrepancies.
 </li>
 <li>
 Assist with financial reporting, monthly performance reports, and end-of-year financial processes.
 </li>
 </ul>
 
 
 Operational Systems &amp; Technical Support
 
 
 <ul>
 <li>
 Oversee customer bike storage operations and rental equipment maintenance.
 </li>
 <li>
 Monitor session sales, identify underperforming programmes, and coordinate adjustments with the Head Coach.
 </li>
 <li>
 Serve as a lead user for IT/software systems supporting bookings, memberships, and performance tracking.
 </li>
 <li>
 Collate and analyse data on customer participation, KPIs, membership growth, and session utilization.
 </li>
 <li>
 Support event technology, including timing systems, scoreboards, and digital signage.
 </li>
 <li>
 Create analytical reports using authorized software to support on-site services and internal teams.
 </li>
 <li>
 Update and maintain booking data and session schedules in coordination with Sport Manager.
 </li>
 </ul>
 
 
 Marketing &amp; Communications
 
 
 <ul>
 <li>
 Contribute to the venue&rsquo;s social media presence, creating posts and engaging with the cycling community.
 </li>
 <li>
 Ensure customer marketing emails, newsletters, and travel updates are timely and accurate.
 </li>
 <li>
 Maintain the venue&rsquo;s website, updating session schedules and events calendar.
 </li>
 <li>
 Update riders&rsquo; completed track accreditations in the system.
 </li>
 <li>
 Assist with content updates on digital signage throughout the venue.
 </li>
 </ul>
 
 
 Customer Service Excellence
 
 
 <ul>
 <li>
 Support setup and execution during major events, including safety protocols.
 </li>
 <li>
 Lead by example to ensure top-quality customer service and safe, cost-effective operations.
 </li>
 <li>
 Handle visitor communication, feedback, and complaints professionally.
 </li>
 <li>
 Track and respond to customer feedback, manage CRM data, and ensure effective phone and survey responses.
 </li>
 <li>
 Supervise Customer Service team interactions with visitors and contractors.
 </li>
 <li>
 Monitor call volumes and support reception as needed.
 </li>
 <li>
 Promote inclusivity and accessibility initiatives, including support for People of Determination.
 </li>
 <li>
 Track customer satisfaction trends and propose service improvements.
 </li>
 </ul>
 
 
 Compliance &amp; Governance
 
 
 <ul>
 <li>
 Ensure operations follow Modon&rsquo;s and Venue&rsquo;s policies, procedures, Health &amp; Safety, Equality standards, Financial Regulations, and Environmental Policies.
 </li>
 <li>
 Support internal and external audits with accurate records and corrective actions.
 </li>
 </ul>
 
 
 Qualifications
 
 
 <ul>
 <li>
 Related business qualification (Essential): Bachelor&rsquo;s degree or Postgraduate diploma.
 </li>
 <li>
 Fluent in English (other languages are a plus).
 </li>
 <li>
 Cycling Coaching Qualifications or technical qualifications are preferred.
 </li>
 <li>
 Health and Safety Certification.
 </li>
 <li>
 First Aid at Work and Defibrillator training preferred.
 </li>
 <li>
 Event management and/or venue operations qualifications are an advantage.
 </li>
 </ul>
 
 
 Experience &amp; Competencies
 
 
 <ul>
 <li>
 3&ndash;6 years of experience in business support, administrative roles, or operations.
 </li>
 <li>
 Strong leadership and people management skills, including supervising staff and line management.
 </li>
 <li>
 Experience in UAE/Gulf region preferred.
 </li>
 <li>
 Budgeting and financial administration experience, including bookkeeping, cash handling, and invoice processing.
 </li>
 <li>
 Proven experience in customer service, CRM management, and handling feedback or complaints.
 </li>
 <li>
 Experience working with internal &amp; external contractors.
 </li>
 <li>
 Knowledge of operational systems, IT/software for bookings and memberships, and event technology.
 </li>
 <li>
 Experience planning, setting up, and executing events and venue activities.
 </li>
 <li>
 Excellent Health &amp; Safety working practices and compliance with procedures and guidelines.
 </li>
 <li>
 Cultural sensitivity and commitment to inclusivity.
 </li>
 <li>
 Flexibility to work evenings, weekends, and extended shifts during events.
 </li>
 <li>
 Previous experience in consulting firms, finance, government-related sectors, or leisure industry is a bonus.
 </li>
 </ul>
 
 
</div>

Duty Manager

Majid Al Futtaim

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 48,000 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 & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day. Job Title Assistant Store Manager 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 in order to maximize profitability, maintain brand and company image, ensure operational compliance and offer an excellent customer experience. The role will deputize for the Store Managers in their absence for the daily operations of the store and its workforce in line with the overall business objectives. 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</li><li>Drive The Store Team to Deliver the Highest Levels of Customer Service At All Times</li><li>Follow Up and Resolve All Customer Complaints In A Professional and Timely Manner, Escalating and Reporting To The Store Manager.</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>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><li>Liaise With The Excellence And Compliance Team In Order To Prepare And Implement Stock Counts As Per Company Policy.</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>Excellent To Fluent English</li><li>Must Be A Team Player</li><li>Excellent Communication Skills</li></ul> What We Offer <ul><li>At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We'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 from any country in the world for 30 days a year.</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>

Assistant Store Manager - eleventy

Farah Experiences

<div>Job Scope:
 
&acirc;&euro;&cent;Directly manages a small team of Team Leaders and indirectly manages their respective R&amp;A Operators to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans.
 
&acirc;&euro;&cent;Compiles duty schedules for their area on a monthly basis ensuring that annual leave plans support operational readiness and ensure sufficient time off to colleagues.
 
&acirc;&euro;&cent;Plan, book and deliver on and off job training as required to ensure best possible service standards as well as colleague development.
 
&acirc;&euro;&cent;Openly communicate appropriate and useful information through various channels to include department meetings and briefings.
 
&acirc;&euro;&cent;Motivate colleagues through the effective implementation of incentive and recognition and rewards programs.
 
&acirc;&euro;&cent;Ensure departmental policies, procedures and performance standards are being implemented and maintained throughout their area.
 
&acirc;&euro;&cent;Review departmental policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service.
 
&acirc;&euro;&cent;Ensure any service delivery defects are resolved and identify any trends and share observations and suggestions with their manager.
 
&acirc;&euro;&cent;Review satisfaction results for their areas and identify any trends and share observations and suggestions with their manager.
 
&acirc;&euro;&cent;Review accuracy of any checklists and records completed in their area and analyze.
 
To perform performance appraisals, coaching, feedback and disciplinary sessions where necessary to review and improve colleague performance as per company policy.
 
&acirc;&euro;&cent;Work in conjunction with their respective line manager to ensure their area meets financial targets that are set through tracking expenditures and revenue and as appropriate taking action to affect either.
 
&acirc;&euro;&cent;Coordinate any inventory / stock take activities required in their area ensuring sufficient stock remains on hand at all times and reducing stock loss / wastage.
 
&acirc;&euro;&cent;Participate in daily operations alongside their colleagues setting a positive example.
 
&acirc;&euro;&cent;Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities.
 
&acirc;&euro;&cent;To observe ride efficiency and throughputs within their designated area of the Operations department to ensure that all rides and attractions are operating efficiently and achieving reasonable throughput targets.
 
&acirc;&euro;&cent;Manage relation between Operations and Maintenance for daily operation.
 
&acirc;&euro;&cent;To report any safety concerns to your respective line manager to maintain the highest standard of safety and hygiene at all times.
 
&acirc;&euro;&cent;To undertake any additional tasks or projects as requested by the Operations department. 
Job Essential:
 
&acirc;&euro;&cent; Higher secondary or equivalent
 
&acirc;&euro;&cent; Minimum of 2 years of supervisor experience in theme parks / water parks, specifically operations
 
&acirc;&euro;&cent; At least 3 years' experience in water park operations
 
&acirc;&euro;&cent; Hold an active Ellis &amp; Associates Special Facilities International Lifeguard Training Program License
 
&acirc;&euro;&cent;Customer service orientated
 
&acirc;&euro;&cent;Good English skills both written and verbal
 
&acirc;&euro;&cent;Strong communication skills
 
 
Job Desirable:
 
&acirc;&euro;&cent;A business degree in leisure / hospitality management
 
&acirc;&euro;&cent;Working at Height (OSHAD compliant) qualification
 
&acirc;&euro;&cent;PADI Open water certification
 
&acirc;&euro;&cent;Minimum of 2 years of operations dry ride experience
 
&acirc;&euro;&cent;3 years of supervisor experience in theme parks water parks, specifically operations
 
&acirc;&euro;&cent;Strong people skills
 
&acirc;&euro;&cent;Strong leadership skills
 
&acirc;&euro;&cent;Strong customer service skills
 
&acirc;&euro;&cent;Proficiency in Microsoft Office programs (i.e. Word, PowerPoint and Excel)</div>

Operations Assistant Manager II

Omorfia Group

<div>
 
 
 Open Position - Al Dhafra, Abu Dhabi
 
 
 
 
 
 
 
 Role Overview:
 
 
 
 We are seeking a motivated and experienced
 
 FemaleSalon Supervisor
 
 to oversee daily operations, manage staff, and ensure exceptional customer service. The role requires strong leadership, organizational skills, and hands-on knowledge of salon services.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Supervise day-to-day salon operations and ensure smooth workflow.
 </li>
 <li>
 Lead, motivate, and manage the salon team to achieve performance and service standards.
 </li>
 <li>
 Handle staff scheduling, attendance, and training support.
 </li>
 <li>
 Ensure excellent customer service and handle client feedback or concerns professionally.
 </li>
 <li>
 Monitor salon cleanliness, hygiene, and adherence to brand standards.
 </li>
 <li>
 Track inventory, manage stock levels, and coordinate with suppliers.
 </li>
 <li>
 Support the Salon Manager in achieving sales and service targets.
 </li>
 </ul>
 
 
 Requirements:
 
 
 <ul>
 <li>
 Minimum 2&ndash;3 years&rsquo; experience in a supervisory role within a salon/spa/beauty industry.
 </li>
 <li>
 Strong leadership and people management skills.
 </li>
 <li>
 Excellent communication skills in English (Arabic is a must).
 </li>
 <li>
 Customer-oriented with problem-solving abilities.
 </li>
 <li>
 Knowledge of salon services and beauty trends preferred.
 </li>
 </ul>
 
 
 
 
 
 Salary Range - AED 5,000-7,500
 
 
</div>

Branch Incharge

Al Reef Roastery

Al Reef Roastery is looking for a skilled and experienced Roastery Operations Manager to lead and optimize our daily production and retail operations. The ideal candidate must have strong experience within the UAE roastery industry, excellent leadership skills, and a passion for delivering high-quality products and customer service.Key Responsibilities:<ul><li>Oversee daily roastery operations and production workflow</li><li>Manage staff performance, training, and scheduling</li><li>Maintain quality control standards for roasting, packaging, and presentation</li><li>Monitor inventory, supply chain, and vendor relationships</li><li>Ensure compliance with hygiene, safety, &amp; operational policies</li><li>Drive operational efficiency and store performance</li></ul>Send your CV: info@alreefroastery.com Subject: Roastery Operations ManagerJob Types: Full-time, Contract Contract length: 48 monthsPay: AED123.00 - AED456.00 per month

Operations Manager - Roastery

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