Customer Service Operations Manager

Aurora Vision Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in customer service solutions is seeking a Customer Service & Operations Manager to oversee the entire customer care function. This role requires strong operational problem-solving skills, a data-driven approach, and the ability to lead cross-functional teams. The ideal candidate has over 5 years of experience in customer care or operations, ideally in premium fashion or retail. You will set service quality standards and ensure a seamless customer experience.

Qualifications

• Strong background in operational problem-solving and process improvement.
• Passion for innovation and building a customer-first culture.

Responsibilities

• Lead and manage the Customer Care team, ensuring service quality and resolution.
• Drive cross-functional collaboration to improve customer experience.
• Monitor and report on customer care KPIs.

Skills

Customer care

Operational problem-solving

Cross-functional team alignment

Data-driven mindset

Excellent communication

Education

5+ years of experience in customer care or operations

Tools

CRM/ticketing tools

Analytics and reporting systems

Job description

Overview

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 & 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—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.

Responsibilities

• Leads and manages the Customer Care/Service team, setting standards for service quality, speed, and resolution.
• Owns all customer issue escalations across ecommerce and retail, ensuring timely resolution and communication.
• Proactively drives cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance to eliminate friction and improve end-to-end customer experience.
• Develops, monitors, and reports on customer care KPIs (e.g., resolution time, NPS, repeat issues, CSAT).
• Implements systems, workflows, and tools that scale with PANGAIA’s growth, ensuring operational excellence.
• Analyzes recurring customer pain points and partners with product, digital, and logistics teams to address structural issues.
• Establishes best practices for managing returns, refunds, exchanges, and special cases.
• Acts as the voice of the customer in decision-making forums, ensuring our brand values and promise are upheld.
• Drives training, knowledge-sharing, and empowerment across frontline teams (retail associates, ecommerce support).

Success Metrics

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Resolution Time
• First Contact Resolution
• Repeat Issues
• Escalation Rate
• Returns & Refund SLA

Position & Education Requirements

POSITION REQUIREMENTS

EDUCATION & EXPERIENCE

• 5+ years of experience in customer care, operations, or service excellence, ideally in premium fashion, retail, or ecommerce.
• Strong background in operational problem-solving and process improvement.
• Proven ability to influence and align cross-functional teams without direct authority.
• Excellent communication, stakeholder management, and escalation handling skills.
• Data-driven mindset, with experience using CRM/ticketing tools, analytics, and reporting systems.
• A balance of strategic leadership and hands-on execution, able to switch between detail and big picture.
• Passion for innovation, design, and building a customer-first culture.