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Senior Manager, Customer Centricity
Tabby | تابي
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
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Department
Training and Quality
Description
At Tabby, the LLM (Large Language Model) Agent handles most transactional contacts.
What reaches a human is the hard part: judgment, research, empathy, and landing on a resolution the customer accepts as fair.
This role owns how well we do that.
You define what a good customer conversation looks like and you build the capability across our managers to deliver it consistently.
One question sits behind every conversation we look at: did we exhaust the opportunity to serve this customer.
The work happens through our Leaders.
You build their ability to see the missed opportunities inside their own teams' conversations, and you hold them accountable for acting on them.
Customer Centricity Standard
- Define what a good customer conversation looks like and keep it to a short set of criteria.
- Evaluate on a single judgement per interaction: did it meet the standard, and if not, which of three to five reasons explains it.
- Keep the standard current as products, policies, and customer journeys change.
Manager Enablement
- Set the customer centricity standard and equip Team Leaders and Operation Managers to apply it with their teams.
- Run ticket-solving sessions with managers to surface the opportunities they walk past.
- Assess how Team Leaders coach their agents, using LLM analysis.
- Coaching of agents sits with the Team Leaders. This role makes sure that coaching is good.
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