🔥 Executive Opportunity at noon: Escalations Manager - Join the Middle East's Digital Ecosystem
Are you a seasoned leader in Customer Service Operations and Crisis Management? Do you have a proven track record of resolving critical, high-stakes customer issues within the e-commerce or FinTech space? noon, the Middle East's leading digital ecosystem, is looking for a relentless, data-driven professional to take on a pivotal leadership role as an Escalations Manager.
This is not just a job; it’s a mission to redefine customer experience and protect the brand reputation of a company with a vision to deliver to "Every door, every day." If you're ready to operate with a deep bias for action and possess the courage to be fiercely original, this executive-level position at noon is your next great challenge.
About noon: The Engine of Digital Life
noon is a powerful digital ecosystem built in and for the region, offering products and services from e-commerce (noon.com) to grocery (noon Grocery), on-demand delivery (NowNow), payments (noon pay), and fashion (SIVVI). With a mission to become the engine of efficiency and convenience, noon is expanding rapidly and needs leaders who can help them move faster.
The Critical Role: Escalations Manager
The Escalations Manager is the ultimate owner and executive leader overseeing the strategic resolution and prevention of all critical customer escalations—including legal disputes, social media crises, and high-financial-value cases. This role is fully accountable for operational excellence across multi-channel 24/7 customer service operations (Chat, Email, Social, etc.).
Key Responsibilities & Skills You'll Master:
Crisis Management: Own the resolution of executive and legal escalations, protecting brand reputation through prompt, brand-protective outcomes.
Operational Excellence: Drive performance metrics (FCR, CSAT, AHT, Quality) and oversee Workforce Management (WFM) to ensure optimal performance aligned with business forecasts.
Data-Driven Improvement: Utilize SQL/BI Tools for deep-dive Root Cause Analysis (RCA) into systemic escalation drivers and present strategic findings to senior leadership with clear business impact.
People Leadership: Coach, inspire, and develop managers and team leads, establishing robust quality assurance frameworks focused on resolution quality and de-escalation success.
What You Need to Excel
This role requires a high-level of experience and resilience. noon is looking for individuals with high standards who understand that hard work matters.
Experience: 7+ years in high-volume CS Operations, with 3+ years managing a dedicated Escalations or Executive Response team, ideally within e-commerce or a tech organization.
Education: Bachelor’s degree required; Master’s degree preferred.
Skills: Exceptional executive-level communication, proven ability in high-stakes crisis resolution, and strong proficiency in using data for RCA and business case development.
How to Apply
If you are ready to be part of one of the Middle East's fastest-growing technology companies and meet the stringent requirements for this leadership role, don't delay. noon is looking for the best talent to drive their vision forward.
The Application Link:
Apply Here (Official noon Link):
https://www.linkedin.com/jobs/view/4335260608
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About noon & Job4Freshers24
noon Website:
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