Senior Manager, Customer Centricity

Tabby; United Arab Emirates; On-site; AED 180,000 - 280,000; Full time

Job summary

Tabby is seeking an LLM Agent who handles most transactional contacts. The role focuses on judgment, research, empathy, and delivering resolutions customers accept as fair.

You will define what a good customer conversation looks like and build the capability across our managers to deliver it consistently. You’ll lead with the question: did we exhaust the opportunity to serve this customer, and you’ll ensure leaders see missed opportunities in their teams’ conversations and act on them.

Responsibilities

• Define what a good customer conversation looks like and build the capability across managers to deliver it consistently.
• Engine questions to exhaust the opportunity to serve each customer and ensure resolutions are fair.
• Guide leaders to see missed opportunities inside their teams' conversations and act on them.

Job description

About the Role

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.