Head of CX Support & Training Transformation

ADNOC Distribution; Abu Dhabi; On-site; AED 480,000 - 720,000; Full time

Job summary

ADNOC Distribution seeks a strategic leader to head Customer Support & Training, directing the contact centre, QA, and enterprise learning. The role shapes governance for performance, while driving omnichannel upgrades, knowledge modernization, and a data-driven culture focused on satisfaction and efficiency.

The position requires deep experience in contact centre operations, quality assurance, and learning programs, with a track record of implementing ROI-driven initiatives and vendor

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.
• Build compelling business cases for investments in tools, workforce, or content, incorporating ROI and risk analysis.
• Direct end-to-end operations of the Calls & Service Centre, including queue design, workforce planning, and escalation management.
• Set, monitor, and refine KPIs such as CSAT, NPS, FCR, AHT, and service levels, ensuring targets are met through data-led interventions.
• Implement robust incident and problem management processes with timely root-cause analysis and sustainable fixes.
• Oversee knowledge-enabled handling standards and QA-backed scripts for accuracy and compliance.
• Ensure continuity of operations through risk controls, BCP readiness, and documented playbooks for peak events.
• Publish transparent quality dashboards to inform leaders and address emerging risks.

Skills

CRM/Ticketing

WFM/WFO

Telephony

Analytics

CX/VOC platforms

Vendor management

Contract governance

Leadership

Blended learning

QA frameworks

Education

Bachelor's degree in business administration

Tools

CRM system

Ticketing system

Telephony platform

Analytics tools

CX/VOC platforms

Job description

ADNOC Distribution seeks a strategic leader to head Customer Support & Training, directing the contact centre, QA, and enterprise learning. The role shapes governance for performance, while driving omnichannel upgrades, knowledge modernization, and a data-driven culture focused on satisfaction and efficiency.

The position requires deep experience in contact centre operations, quality assurance, and learning programs, with a track record of implementing ROI-driven initiatives and vendor