Customer Experience Manager

Kavak GCC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive retail company in Dubai is seeking a Customer Experience Manager to enhance customer interactions through AI-driven solutions and operational efficiency. In this strategic role, you will lead a team of Customer Service Representatives while implementing technologies such as voice and chatbots to optimize performance. Ideal candidates have a strong background in technology within contact centers, leadership experience, and a Bachelor's Degree in a related field. The position offers various benefits, including health and life insurance, and preferential pricing for vehicles after probation.

Benefits

Health insurance

Life insurance

Preferential price for retail cars after probation

Qualifications

• 5+ years of experience in a Contact Center, Service Delivery, or Customer Experience role.
• Minimum 2 years people-management experience focusing on technology adoption.
• High School Diploma required; Bachelor's Degree preferred.

Responsibilities

• Lead implementation of AI tools to maximize customer contact resolution.
• Monitor performance metrics and enhance AI systems through data analysis.
• Manage and mentor a team of Customer Service Representatives.

Skills

Customer Experience Management

Analytical Skills

Leadership

Conversational AI Implementation

Education

Bachelor’s Degree in Business, Computer Science, or related field

Tools

Salesforce

Zendesk

Excel/SQL

Job description

Overview

The Customer Experience Manager is a strategic role responsible for driving the digital transformation of our customer contact channels. Your mission is to optimize operational efficiency and enhance customer experience by implementing and managing AI-powered solutions (e.g., Voicebots, Chatbots) and maximizing the utility of our Customer Service processes.

While leading a team of Customer Service Representatives, your primary focus will be on leveraging technology and data analytics to scale support, improve automation rates, and ensure the seamless operation of human agents and digital channels within defined processes.

Responsibilities

• Lead the strategic implementation and deployment of conversational AI tools (Chatbots, Voicebots) and automated routing systems to maximize first-contact resolution through digital channels.
• Monitor and analyze automated channel performance metrics and implement continuous iteration strategies to enhance AI accuracy and effectiveness.
• Collaborate closely with Product and IT teams to translate operational needs into technical requirements for CRM, ACD, and AI feature development.
• Data-Driven Performance & Systems Management: Use advanced analytics from CRM and Call Detail Records (CDR) to identify systemic bottlenecks and drive efficiencies.
• Define and audit Quality Assurance (QA) standards for both human agents and automated outputs, ensuring compliance and high data quality across all interactions.
• Track and evaluate key operational KPIs, focusing on metrics impacted by technology deployment and human actions.
• Supervise, mentor, and motivate a team of CSRs, shifting the focus from transactional management to complex problem resolution and technical troubleshooting.
• Lead training initiatives focused on agent-technology operation, ensuring the team is expert at utilizing and troubleshooting contacts initiated or supported by AI/automation.
• Execute weekly coaching sessions that focus on data interpretation, service recovery, and utilizing CRM/knowledge bases efficiently.
• Manage day-to-day team logistics, ensuring optimal staffing to handle volume overflow and complex escalated cases.

Requirements

Skills and Qualifications:

5+ years of operational experience in a Contact Center, Service Delivery, or Customer Experience (CX) role, with a strong emphasis on technology.

Minimum 2 years of direct people-management or lead experience focused on system administration, quality assurance, or technology adoption.

Required: High School Diploma or GED equivalent. Preferred: Bachelor’s Degree in Business, Computer Science, Data Analytics, or a related technical field.

Key Skills & Technical Competencies:

• Deep expertise in Contact Center technology infrastructure: CRM administration (e.g., Salesforce, Zendesk), and workforce management (WFM) tools.
• Proven hands-on experience implementing, operating, and optimizing conversational AI/Bots (Chatbots, Voicebots) and Autodialer/Dialer logic.
• Strong analytical skills with the ability to interpret complex data sets (SQL knowledge or advanced Excel/data visualization proficiency is a plus).
• Working knowledge of the automotive industry and associated customer journeys.
• Excellent leadership skills with the ability to drive technical change and manage team adoption of new platforms.

Key Performance Indicators (KPIs)

• Funnel conversions (Scheduling, Visits)
• Average Handling Time (AHT)
• Customer Satisfaction (CSAT)

Benefits

• Health insurance
• Life insurance
• Preferential price for retail cars upon completion of probation period

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