Senior Manager, Customer Centricity

tabby; Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

Tabby is seeking a seasoned CX coaching leader to shape how we evaluate and improve customer conversations. You will set standards, coach leaders, and own CSAT diagnostics to drive measurable improvements. You will work in a data-driven, LLM-enabled environment to ensure high-quality customer outcomes.

You will build capability among managers to apply the standards, analyze results, and hold teams accountable for impact, with a focus on sustainable change across CX, service, and sales coaching.

Qualifications

• 7+ years in CX, service, or sales coaching leadership with ownership of outcomes.
• Fluent data analysis and dashboard interpretation.
• Experience leading change and influencing senior stakeholders.

Responsibilities

• Define the standard for customer conversations and ensure consistency.
• Enable and coach Team Leaders and Operations Managers to apply it.
• Diagnose CSAT drivers, identify root causes, and own recovery plans.
• Oversee LLM Quality with checklists and structured feedback.
• Turn insights into training triggers and process improvements.

Skills

Coaching leadership

CX strategy

Data analysis

Stakeholder management

AI/LLM familiarity

Tools

Analytics dashboards

LLM evaluation tools

Job description

At Tabby the LLM Large Language Model Agent handles most transactional contacts What reaches a human is the hard part judgment research empathy and landing on a resolution the customer accepts as fair This role owns how well we do that You define what a good customer conversation looks like and you build the capability across our managers to deliver it consistently One question sits behind every conversation we look at did we exhaust the opportunity to serve this customer The work happens through our Leaders You build their ability to see the missed opportunities inside their own teams conversations and you hold them accountable for acting on them

Customer Centricity Standard

Define what a good customer conversation looks like and keep it to a short set of criteria

Evaluate on a single judgement per interaction did it meet the standard and if not which of three to five reasons explains it Keep the standard current as products policies and customer journeys change

Manager Enablement

Set the customer centricity standard and equip Team Leaders and Operation Managers to apply it with their teams Run ticket-solving sessions with managers to surface the opportunities they walk past Assess how Team Leaders coach their agents using LLM analysis Coaching of agents sits with the Team Leaders This role makes sure that coaching is good

CSAT

Own the diagnosis of CSAT what drives it where it breaks and who fixes it Build the ability to recover CSAT even on outcomes the customer will not like Split detractors into skill will or product and uncontrollable so every point has a cause and an owner Report blended CSAT and controllable CSAT as two separate numbers Route product-driven dissatisfaction to product owners via the Experience Leads

LLM Quality

Own the LLM Quality Team which runs checklists per-conversation evaluation and structured feedback into LLM agent guidance or prompt Specialize evaluators by product stream and pair them with the Experience Leads Maintain the LLM evaluation model separately from the human one where LLM Agent checkers are more detailed while human quality is outcome driven

Analysis amp Insight

Work across everything we have on the customer evaluation results CSAT and DSAT verbatims VoC complaints escalations repeat contacts and the conversations themselves Dissect the data and work with Analytics and with the analyst in the function to get what you need Turn findings into refreshers training triggers and process changes with named owners and dates Measure the function on whether a driver actually moved Build a small team of high-skill owners with real accountability for outcomes Experience coaching people to win customers over, in telesales, retail, hospitality, or service recovery. Not so much a checklist owner. Rather a sales coach. We have the product that we have to sell - the agents must be fluent in making the customers satisfied with the outcome regardless of excuses. Data fluent. You can take a large dataset, dissect it, and explain what it means without someone translating it for you. Comfortable working across large datasets and dashboards. Calm and measured. A track record of leading change that met resistance and made it stick. Able to hold a position with senior stakeholders on evidence, and change it when the evidence changes. 7+ years in CX, service, or sales coaching leadership, with real ownership of outcomes. Comfortable working in an LLM-heavy environment.