Supervisor, Fulfillment

湯潮; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading consumer commerce platform in the UAE is seeking a skilled professional to manage customer complaints and seller escalations. This role involves leading a team, conducting root cause analyses, and collaborating with various departments to enhance operational efficiency. Ideal candidates will possess a B.Tech/MBA and experience in operations or dispute resolution.

Qualifications

• B.Tech/MBA from a recognized institution.
• Background in Operations, Supply Chain, Customer Service, or Dispute Resolution.
• Experience in handling escalations and dispute resolution.

Responsibilities

• Lead and manage the centralized warehouse escalation team.
• Conduct root cause analysis to identify trends in complaints.
• Collaborate with cross-functional teams to optimize processes.

Skills

Root Cause Analysis

Process Improvement

Collaboration

Communication

Education

B.Tech/MBA

Tools

Google Sheets

Excel

SQL

Data Visualization Tools

Job description

About noon

noon is the region's leading consumer commerce platform. Since launching in Saudi Arabia and the UAE in December 2017, and expanding to Egypt in February 2019, noon has developed an ecosystem that includes marketplaces for food delivery, quick-commerce, fintech, and fashion. We are a work in progress, six years in, with only 5% of our journey completed.

Our mission: Ring every doorbell, every day.

What you'll do

Join a team of some of the fastest, smartest, and hardest-working professionals we've encountered. With a young, aggressive, and talented team, you'll drive major initiatives forward.

Customer Complaints & Seller Escalations Management

• Lead and manage the centralized warehouse escalation team handling customer and seller complaints.
• Monitor and improve complaint resolution performance against SLAs.
• Ensure timely, thorough investigations of customer complaints and seller disputes.
• Collaborate with internal teams to resolve disputes effectively.
• Maintain accurate records of goodwill costs and reconcile data from customer support.
• Audit ticket responses to ensure compliance with decision trees.
• Escalate high-aging and SLA-breached cases with seller support teams.
• Manage and resolve seller escalations across all noon marketplaces.

Dispute Resolution & Financial Impact Management

• Minimize financial losses related to seller claims.
• Ensure accuracy in financial impact assessments and goodwill cost tracking.
• Raise and track Damage on Delivery goodwill tickets and disputes.
• Consolidate and reconcile goodwill costs monthly.

Root Cause Analysis & Process Improvement

• Conduct root cause analysis to identify trends in complaints and disputes.
• Implement corrective and preventive actions to address recurring issues.
• Drive process improvements to enhance dispute resolution efficiency.
• Maintain detailed records of dispute types and track complaint trends.
• Develop strategies to reduce disputes and complaints.

Reporting & Stakeholder Collaboration

• Provide daily performance updates.
• Lead weekly review calls to address seller and customer complaint trends.
• Collaborate with cross-functional teams (warehouse, finance, tech, customer support) to optimize processes.

What you’ll need

• B.Tech/MBA from a recognized institution.
• Background in Operations, Supply Chain, Customer Service, or Dispute Resolution.
• Proficiency in Google Sheets, Excel, SQL, and data visualization tools.
• Strong ability to conduct root cause analysis and implement process improvements.
• Experience handling escalations, dispute resolution, and workflow optimization.
• Strong collaboration experience with warehouse, finance, customer service, and legal teams.
• Excellent written and verbal communication skills for stakeholder coordination.

Who will excel

• People with high standards who understand that hard work matters.
• Relentlessly resourceful individuals with a deep bias for action.
• Courageous and fiercely original thinkers.
• Ready to adapt, pivot, and learn—noon is not for everyone.