Community & Quality Assurance Assistant Manager.Customer Engagement

Azizia Panda United Inc.; Jeddah; On-site; SAR 480,000 - 720,000; Full time

Job summary

Azizia Panda United Inc. is seeking a senior leader to head Customer Care in Jeddah, overseeing call center, WhatsApp, and social channels. The role emphasizes delivering high-quality customer interactions, aligning KPIs with business goals, and acting as the voice of the customer across internal teams.

The candidate will lead workforce planning, handle escalations, ensure data privacy compliance, and drive continuous improvements in satisfaction, loyalty, and brand trust across all touchpoints.

Qualifications

• Leadership experience overseeing large customer care teams.
• Experience managing multi-channel customer interactions (call center, messaging apps, social).
• Strong track record in building and monitoring CSAT, NPS, SLA metrics.

Responsibilities

• Lead and oversee all customer care channels (call center, WhatsApp, social).
• Define and implement customer care strategies and service standards.
• Oversee workforce planning, performance, and development of teams and partners.
• Establish KPIs (service level, response time, resolution time, CSAT, NPS).
• Bridge between customers and internal teams to translate feedback into improvements.
• Handle escalations and reputational risk with root cause analysis.
• Use data insights to identify issues and drive product/process improvements.
• Ensure compliance with data privacy and regulatory requirements.

Skills

Leadership

Omnichannel management

KPI & performance management

Stakeholder collaboration

Regulatory compliance

Job description

JOB PURPOSE

To lead and oversee the end-to-end customer care operations across call center, WhatsApp, and social media channels, ensuring timely, consistent, and high-quality customer interactions. The role plays a critical leadership position in acting as the voice of the customer, connecting customer feedback, issues, and insights with internal stakeholders to continuously improve customer satisfaction, loyalty, and brand trust across all touchpoints.

2. JOB ACCOUNTABILITIES

1. Lead and manage all customer care channels including inbound and outbound call center operations, WhatsApp communication, and social media customer handling, ensuring consistent service standards and brand tone across all platforms.
2. Define and implement customer care strategies, policies, and service standards aligned with the company’s customer experience vision and business objectives.
3. Oversee workforce planning, performance management, and capability development of customer care teams, including team leaders, agents, and outsourced partners where applicable.
4. Establish and monitor key performance indicators (KPIs) such as service level, response time, resolution time, customer satisfaction (CSAT), NPS, and complaint resolution effectiveness, driving continuous improvement actions.
5. Act as the primary bridge between customers and internal teams (operations, digital, marketing, loyalty, IT, and store operations), ensuring customer issues, feedback, and insights are translated into actionable improvements.
6. Lead the handling of escalations, critical complaints, and reputational risks, ensuring swift resolution, root cause analysis, and preventive measures.
7. Leverage customer interaction data and insights to identify recurring issues, experience gaps, and improvement opportunities, contributing to product, process, and policy enhancements.
8. Ensure compliance with regulatory requirements, data privacy standards, and internal policies, particularly across recorded calls, digital communications, and social media interactions.

3. JOB DIMENSIONS

• Operating Budget: Customer Care operational budget (Call center operations, tools, outsourcing, platforms)
• Total No. of Staff: Multi-layer team (Team Leaders, Agents, Quality, Workforce Management; internal and/or outsourced)
• Area / Nature of Impact: Customer Satisfaction, Brand Reputation, Loyalty, Complaint Resolution, Operational Excellence

4. KEY WORKING RELATIONSHIPS

(Explain the relationships involved with what type of people and level of communication)

Internal:

• Customer Experience & Loyalty
• CRM & Digital Channels
• Marketing & Communications
• Store Operations & Field Teams
• IT & Technology
• Legal, Compliance & Risk
• Senior Management & Executive Leadership

External:

• Outsourced call center partners
• Social media management agencies
• Customer care technology providers (CRM, ticketing, omnichannel platforms)
• Regulatory bodies (when required)