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Customer Experience Manager

METABOLIC
Dubai, UAE
Fulltime
2 months ago
LeadershipStrategic PlanningBudgetingTeam ManagementPerformance ManagementProject Management
Free

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Job Descriptionrole Overview

  • The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes.
  • This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination.
  • The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.
  • Key Responsibilities1.
  • Customer Journey Ownership* Own end-to-end customer experience across Sales and Support
  • Ensure consistent service quality across all touchpoints
  • Identify and remove friction points in the customer journey
  • Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority guidelines)
  • 2.
  • Team Leadership & Performance Management* Lead Sales and Support Team Leads to drive accountability
  • Monitor team performance against KPIs and SLAs
  • Conduct performance reviews and drive continuous improvement
  • Oversee onboarding, coaching, and ongoing training - including mandatory healthcare compliance and clinical sensitivity training
  • 3.
  • KPI, SLA & Quality Management* Define and track KPIs, SLAs, and QA standards
  • Ensure adherence to service quality benchmarks
  • Analyze performance data and drive corrective actions
  • Maintain QA frameworks that include clinical accuracy, safeguarding protocols, and appropriate triage/escalation to clinical staff where required
  • 4.
  • Escalation Management* Manage high-priority customer escalations
  • Ensure timely resolution of critical cases
  • Coordinate with internal stakeholders for issue closure
  • Identify and escalate safeguarding concerns or patient safety incidents to the appropriate clinical or compliance teams without delay
  • 5.
  • Cross-Functional Coordination* Align with medical, product, and operations teams
  • Ensure updates in protocols are reflected in customer workflows
  • Facilitate smooth communication between departments
  • Work closely with clinical governance and compliance teams to ensure contact centre processes remain audit-ready and adhere to relevant regulatory standards
  • 6.
  • Workforce & capacity planning* Forecast contact volumes and manage staffing levels to maintain SLA targets
  • Oversee scheduling, shift planning, and real-time resource management
  • Partner with HR on hiring, attrition management, and headcount planning

Requirements

  • Candidate Requirements* Minimum 4+ years of experience in Customer Experience, Operations, or Contact Center leadership
  • Proven experience managing Sales and/or Customer Support teams
  • Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems
  • Excellent stakeholder management and cross-functional coordination skills
  • Strong analytical and data-driven decision-making ability
  • Ability to manage escalations and high-pressure operational environments
  • Working knowledge of data privacy regulations relevant to healthcare (e.g. HIPAA, GDPR, or local equivalents)
  • Demonstrated ability to manage and develop large teams (10+ agents), including Team Lead layers
  • Preferred Qualifications* Medical or healthcare background preferred (strong advantage)
  • Experience in healthcare, wellness, or clinical operations environments
  • Familiarity with patient journey management or clinical service workflows
  • Experience in building or scaling customer experience functions
  • Knowledge of workforce management tools (e.g. Verint, Genesys, NICE)
  • Experience working within accredited or regulated health services (e.g. CQC, JCI, or equivalent)

Key KPIs* CSAT And NPS

  • Customer wait time (response + queue time)
  • Ticket resolution time (TAT)
  • Complaint rate
  • QA score (accuracy, compliance, SOP adherence)
  • SLA adherence rate
  • Conversion rate (Sales impact)
  • Retention / repeat engagement rate
  • Team performance metrics (Sales & Support)
  • Safeguarding escalation response time
  • Clinical accuracy rate (% of interactions correctly triaged or signposted)
  • Abandoned call / contact rate
  • Agent attrition rate
  • Compliance audit pass rate

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