Entrepreneur in Residence (EIR) - Customer Experience & Service Transformation
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Key skills for this role
About the Role
Mumzworld seeks an Entrepreneur in Residence to transform customer experience through workflow redesign, automation, AI agents, and operational excellence. This builder role requires 8-12+ years of experience in venture building, startups, or operations transformation, with a focus on AI-driven CX improvement.
Key Skills for This Role
Responsibilities
- Build a world class service operating machine improving SLA, AHT, first contact resolution, backlog, productivity, quality, and cost per contact
- Lead both in house and BPO operations across chat, WhatsApp, email, phone, social, escalations, and assisted sales
- Build the voice of customer engine turning NPS, CSAT, complaints, reviews, sentiment, and service data into actionable business improvements
- Trace root causes across logistics, fulfilment, product, catalogue, marketplace, commercial, and tech
- Lead agentification and AI transformation using AI agents, automation, copilots, smart routing, workflow redesign, and agent assist tools
- Partner with Product, Data, and Tech to embed AI into daily operations
Requirements
- 8 12+ years of experience in venture building, startups, scale ups, consulting, or product/ops transformation
- Proven ability to build and redesign systems in ambiguous environments
- Analytical and system minded with a builder mindset
- Curiosity about AI and automation
- Hands on operational experience
Full Job Posting
About Mumzworld
- Mumzworld is the leading parenting destination in the Middle East, serving mothers and families across the region.
- We’re entering a new phase of disciplined, profitable growth, rethinking customer experience in a modern, AI enabled business.
Why This Role Exists
- Most customer service organizations run on manual effort, repetitive workflows, and reactive firefighting.
- We think CX can be rebuilt from first principles into a real strategic advantage.
- You’ll transform how customer experience work gets done through workflow redesign, automation, AI agents, and operational excellence.
The Mission
- Build a world class service operating machine: Improve SLA, AHT, first contact resolution, backlog, productivity, quality, and cost per contact.
- Build the voice of customer engine: Turn customer feedback into action the business takes.
- Lead agentification and AI transformation: Reimagine customer operations using AI agents, automation, copilots, smart routing, workflow redesign, and agent assist tools.
Who This Role Is For
- You might come from venture building, startups, scale ups, consulting, or product/ops transformation.
- You likely have 8–12+ years of experience, but trajectory and adaptability matter more.
- You build rather than maintain. You’re analytical, system minded, and comfortable in messy environments.
- You’re curious about AI and drawn to automation, but stay hands on with operations.
Success Metrics
- Operational excellence: SLA, AHT, backlog, productivity, QA, cost per contact.
- Customer Experience: CSAT, NPS, complaint reduction, escalation reduction, contact rate.
- Transformation: Automation adoption, AI accuracy, deflection rate, manual workload reduction.
- Business impact: Assisted sales, conversion, retention, customer lifetime value.
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