Head of Customer Centricity & LLM Quality

تابي; United Arab Emirates; On-site; AED 400,000 - 720,000; Full time

Job summary

Tabby is seeking a Senior Manager, Customer Centricity to define what a great customer conversation looks like and build capability across leaders to deliver it consistently. You will ensure opportunities to serve every customer are exhausted and standards are kept current as products and journeys evolve.

You will lead the LLM Quality Team, coach Team Leaders and Operations Managers, and collaborate with analytics to turn findings into training triggers and process changes.

Qualifications

• 7+ years in CX, service, or sales coaching leadership.
• Experience coaching people to win customers over in telesales, retail, hospitality, or service recovery.
• Data fluency with large datasets and dashboards.
• Calm and measured under pressure.
• Ability to work with senior stakeholders and evidence-driven decision making.

Responsibilities

• Define customer conversation standards and ensure consistency across teams.
• Coach Team Leaders and Operation Managers to apply standards.
• Lead CSAT diagnosis and improvements.
• Oversee LLM quality processes and prompt guidance.
• Translate findings into training and process changes with named owners.
• Collaborate with analytics and VoC data.

Skills

CX Leadership

Coaching Teams

Data Fluency

Stakeholder Management

Change Management

LLM/AI Context

Experience with 7+ CX coaching

Job description

Tabby is seeking a Senior Manager, Customer Centricity to define what a great customer conversation looks like and build capability across leaders to deliver it consistently. You will ensure opportunities to serve every customer are exhausted and standards are kept current as products and journeys evolve.

You will lead the LLM Quality Team, coach Team Leaders and Operations Managers, and collaborate with analytics to turn findings into training triggers and process changes.