Senior Customer Care Ops Leader - Enterprise & SMB

eMinds; Dubai; On-site; AED 165,000 - 202,000; Full time

Job summary

eMinds in the UAE is seeking a Customer Care Operations Manager to lead end-to-end daily operations of a B2B customer care function for Enterprise and SMB customers. You will oversee multi-channel interactions and manage performance against SLAs, KPIs, and customer experience goals.

The role requires leadership of Team Leaders and Senior Analysts, close collaboration with Product, Technology, and Service Delivery teams, and a drive for continuous process improvements.

Qualifications

• Proven experience in Customer Care Operations, Contact Center Operations, Customer Service Operations, or B2B Service Operations.
• Strong experience managing Enterprise and/or SMB customer support operations.
• Demonstrated experience leading Team Leaders, Supervisors, Senior Analysts, and Customer Service Representatives.
• Strong knowledge of contact center KPIs, SLAs, queue management, case management, escalation management, quality, and workforce planning.
• Experience managing multi-channel customer support including voice, email, chat, digital channels, and complaints.
• Strong background in operational governance, process improvement, performance management, and customer experience.
• Ability to manage complex and business-critical customer escalations involving multiple internal stakeholders.
• Strong cross-functional stakeholder management and communication skills.

Responsibilities

• Manage the end-to-end daily operations of the Enterprise & SMB Customer Care / Contact Center function.
• Oversee customer interactions across calls, emails, chat, WhatsApp, complaints, service requests, orders, and escalations.
• Lead and manage Team Leaders / Senior Analysts, ensuring supervision, coaching, performance management, and development.
• Monitor daily operational performance, including SLAs, KPIs, queue performance, case aging, productivity, quality, staffing, and customer experience metrics.
• Manage high-priority incidents to ensure timely resolution.
• Ensure adherence to SOPs, policies, customer care standards, security requirements, escalation matrices, and governance.
• Identify and implement improvements across business processes, customer journeys, workflows, handoffs, and operating procedures.
• Review requirements related to process changes, system enhancements, projects, and Statements of Work (SOWs) and provide input.
• Support new product, service, package, system, and channel launches ensuring readiness.
• Collaborate with cross-functional teams including Product, Technology, Service Delivery, Network Operations, Order Management, Sales, Collections, Quality, Training, WFM, and Governance.
• Drive resolution of bottlenecks, ownership gaps, delayed responses, and cross-functional dependencies.
• Review team performance and implement corrective and preventive actions for gaps in service, productivity, quality, and compliance.
• Manage resource planning, manpower allocation, recruitment, onboarding priorities, and staffing shortages escalations.
• Support employee engagement, capability development, retention, and a high-performance culture.
• Prepare and consolidate operational reports, dashboards, risks, issues, improvement plans, and management updates.
• Identify training needs and ensure teams are prepared for product/system/process changes.

Skills

Customer Care Ops

Contact Center Ops

B2B Support

Enterprise Support

Service Delivery

Escalation Mgmt

KPI Management

Workforce Management

Omnichannel Support

Job description

eMinds in the UAE is seeking a Customer Care Operations Manager to lead end-to-end daily operations of a B2B customer care function for Enterprise and SMB customers. You will oversee multi-channel interactions and manage performance against SLAs, KPIs, and customer experience goals.

The role requires leadership of Team Leaders and Senior Analysts, close collaboration with Product, Technology, and Service Delivery teams, and a drive for continuous process improvements.