Head of Customer Support & Training Excellence

Abu Dhabi National Oil Company; Abu Dhabi; On-site; AED 450,000 - 650,000; Full time

Job summary

Abu Dhabi National Oil Company is seeking a high-impact Manager, Customer Support & Training to lead strategy, operations, and people initiatives ensuring consistently excellent customer experiences across all service channels.

You will govern contact centre performance, QA, and enterprise learning while driving digital and service transformation with an emphasis on empathy, accountability, and continuous improvement.

Qualifications

• Bachelor’s degree in business administration or related discipline.
• 12 years of progressive experience in customer support/contact centre operations, service excellence, quality, and training.
• 3+ years in people leadership roles managing team leaders/supervisors and sizeable frontline teams.
• Demonstrated success designing and scaling blended learning programs and QA frameworks.
• Hands-on experience with CRM/ticketing, WFM/WFO, telephony, analytics, and CX/VOC platforms.
• Proven vendor management and contract governance experience; familiarity with UAE market expectations advantageous.

Responsibilities

• Formulate a multi-year roadmap for customer support and training aligned with corporate strategy, balancing service excellence, cost efficiency, and risk management.
• Translate VoC insights, journey analytics, and operational data into prioritized initiatives with clear success measures and benefits realization plans.
• Lead cross-functional transformations such as omnichannel enablement and knowledge modernization to achieve time-bound outcomes.
• Establish governance forums and performance cadences that keep stakeholders aligned and accelerate systemic issue resolution.
• Own budgeting, forecasting, and cost stewardship for the department.
• Champion a culture of safety, ethics, and customer-centricity across all teams.

Education

Bachelor’s degree in business administration or related discipline

Tools

CRM

WFM/WFO

Telephony

Analytics

CX/VOC platforms

Job description

Abu Dhabi National Oil Company is seeking a high-impact Manager, Customer Support & Training to lead strategy, operations, and people initiatives ensuring consistently excellent customer experiences across all service channels.

You will govern contact centre performance, QA, and enterprise learning while driving digital and service transformation with an emphasis on empathy, accountability, and continuous improvement.