Job Description
Customer Experience Operations Manager
Department: Customer Support Ops
Employment Type: Full Time
Location: Egypt
About Tabby
Tabby is a GCC based fast-growing financial technology company. We help people shop and pay more easily using flexible payment options like Buy Now, Pay Later. We work with major brands and support millions of customers across the region.
We’re also a financial company, please note that some of our products charge interest
We are looking for an Operations Manager who runs a contact center through clear thinking and early action, not through firefighting and churn. This role owns the performance of the operation: the quality of the decisions made each day, the capability of the team leaders, and the customer experience that results from both.
The person we want does not wait for problems to become terminations. They diagnose why performance is slipping, act through their team leaders to fix it, and turn to exits only after genuine coaching and support have failed. We are hiring for judgment first.
Key Responsibilities
Think before you act. Diagnose the root cause of performance, quality, and CX problems instead of treating symptoms. When a metric moves, you can explain why, what you changed, and what you expect next. You bring data and a reasoned recommendation to leadership, not just a status update.
Build your team leaders, do not bypass them. Your job is to make your TLs capable of managing their own people. You coach them to spot underperformance early, hold direct conversations, and run improvement plans. A struggling agent is first a coaching question for the TL, not a headcount problem for HR.
Manage performance early and fairly. Catch underperformance in weeks, not quarters. Put concrete, time-bound improvement plans in place, document them, and give people a real chance to recover. Termination is the last step after support has failed, not the default tool. You are measured on retention and ramp, not only on removing low performers.
Drive cross-functional fixes to done. Most operational problems are not solved inside the contact center alone. You work closely and continuously with product, service desk, quality, training, WFM, and real-time managers. You own the outcome end to end: you bring the plan, the next steps, and the follow-through, and you keep driving until the process and the people are working in a way that suits the customer's experience. You do not hand a problem off and wait.
Own the customer impact of every operational choice. Staffing gaps, slow coaching, and constant turnover all land on the customer. You are accountable for the link between how you run the team and what the customer experiences across calls, email, chat, and social.
Run the day without losing the week. Handle escalations and disputes with sound judgment, but spend your attention on the patterns behind them. Recurring escalations are a process or capability signal, and you act on the cause.
Improve the system. Identify inefficiencies, remove them, and use automation and self-service where they genuinely help. Justify changes with evidence and measure whether they worked.
Stay compliant and report honestly. Meet local regulatory and company standards, and give leadership an accurate picture, including what is not working.
Skills, Knowledge & Expertise
• Bachelor's degree in Business Administration or a related field.
• 10+ years in contact center operations, including 5+ years leading teams (Supervisor or Team Lead), or 2+ years as an Operations Manager running inbound teams.
• Demonstrated ability to improve KPIs such as CSAT, response time, and first-contact resolution, with the reasoning behind the improvements.
• A clear example of building team leader capability, and a clear example of recovering an underperformer.
• Fluency in English plus the primary language of the market served (for example Arabic in GCC markets), written and verbal.
• Proficiency with CRM systems, contact center technology, and workforce management tools.
• Knowledge of local market dynamics, regulatory requirements, and cultural nuance in customer interactions across the markets you operate in.
