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Head of Customer Happiness & Operations
Job Description & How to Apply Below
Today, partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
Besides its SaaS business, operates three other distinct businesses:* : A wholly-owned digital lifestyle telco brand based in Singapore, is powered by ’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.* : A global provider of Communications Platform-as-a-Service (CPaaS) solutions.
Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.* :
Specializing in travel tech solutions, provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. was awarded Travel eSIM of the Year.is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
Location - Dubai Role - Head of Customer Sucess & Happiness About the Role We are seeking a results-driven, customer-obsessed leader to build and scale the Customer Service & Operations function for a newly launching digital telco brand in the MENA region. This is a foundational leadership role responsible for delivering exceptional customer experiences, driving operational rigor, and embedding customer-centricity into every part of the business.
The ideal candidate brings deep experience in CX strategy, digital operations, and service design, with a proven track record of leading high-performing teams in fast-paced digital consumer or B2C telco environments.
What you will be doing
* Lead end-to-end Customer Operations:
Oversee the full customer lifecycle, from onboarding to issue resolution, ensuring every customer touchpoint is optimized for speed, simplicity, and satisfaction.
* Design and scale service models:
Design scalable, digital-first service operations leveraging chatbots, AI-assisted support tools, self-service journeys, and CRM platforms to reduce customer friction and increase resolution rates.
* Deliver on key customer metrics:
Drive measurable improvements in CSAT, NPS, TAT, first-contact resolution and other customer metrics, ensuring alignment with business KPIs / OKRs
* Operational transformation:
Collaborate with the Circles Digital Advisory & Support Services (“DASS”) Customer Services & Operations teams to design and implement policies, processes and controls that improve service delivery, while management vendor performance, SLAs and compliance standards; as well as delivering on key CX transformation initiatives
* Cross-functional collaboration:
Collaborate closely with the country operations team to ensure seamless execution of service initiatives and customer-impacting programs
* Build and lead a high-performing team:
Recruit, mentor, and empower a lean, agile operations team that thrives on data, accountability and efficiency-first thinking
What we are looking for
* 15+ years of leadership experience in customer service, CX, and operations within consumer-facing (B2C) industries, such as telecom, fintech, e-commerce, or digital tech
* Proven success leading large, distributed teams (25+ FTEs and / or BPO agents) across operational and customer support functions
* Strong understanding of CX lifecycle management and success in improving customer satisfaction *(NPS, CSAT, CES)
* through both strategy and execution
* Demonstrated ability to manage complex programs, large-scale…
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