Operations Excellence Lead — Customer Experience & Quality

Astra Tech Group; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Astra Tech Group is seeking an experienced Manager - Operational Excellence to build and lead the function within Customer Service and beyond. You will establish frameworks, standards and governance to drive quality, customer experience and continuous improvement.

You will lead a small specialist team across Quality, Business Analysis, SOP/Knowledge Management and Training, partnering with Operations, Product, Technology, Risk and Compliance to identify problems and translate insights into

Qualifications

• 7–10 years in Operational Excellence or related fields.
• 3+ years in leadership/management role within related function.
• Experience building or managing end-to-end Quality Management Framework.
• Strong experience in root cause analysis and process improvement.
• Experience using data to drive measurable improvements.
• Experience with SOPs, knowledge management and training governance.
• Experience with cross-functional teams including Product, Technology, Risk and Compliance.

Responsibilities

• Lead a specialist Operational Excellence team (4–5) across multiple disciplines.
• Develop and govern Quality Management Framework across Customer Service and wider Operations.
• Establish quality standards, scorecards, sampling, and governance across internal and outsourced ops.
• Drive CSAT improvement through structured analysis of drivers.
• Translate insights into improvement opportunities for Ops, Product and Tech.
• Lead data-driven problem solving and root-cause analysis.
• Collaborate with Product, Technology, Risk and Compliance to implement changes.

Skills

Leadership

Stakeholder management

Analytical thinking

Communication

Change management

Quality management

Root Cause Analysis

Data analysis

Process improvement

Training governance

Operational Excellence

Customer Experience

Tools

CRM systems

Automation platforms

AI tools

Job description

Astra Tech Group is seeking an experienced Manager - Operational Excellence to build and lead the function within Customer Service and beyond. You will establish frameworks, standards and governance to drive quality, customer experience and continuous improvement.

You will lead a small specialist team across Quality, Business Analysis, SOP/Knowledge Management and Training, partnering with Operations, Product, Technology, Risk and Compliance to identify problems and translate insights into