The VP – Customer Operations will lead and scale the end-to-end customer operations strategy, ensuring a consistent, high-quality member experience across all physical and digital touchpoints. The role is accountable for service delivery, loyalty operations, partner enablement, and operational risk, while driving continuous improvement to support rapid growth of the Loyalty Program.
Own and execute the end-to-end customer operations strategy across contact centres, in-mall desks, and digital support channels.
Define and govern operational processes, SLAs, and KPIs to improve response times, resolution rates, and member satisfaction.
Scale operational capabilities through effective resourcing, outsourcing, and technology models while maintaining service quality and cost efficiency.
Act as the senior escalation point for operational risks, service failures, and customer experience issues.
Oversee loyalty systems operations, ensuring platform stability, uptime, security, and regulatory compliance (LMS, CRM, card-linking, receipt scanning, gift cards).
Lead partner and merchant operations, including onboarding, integration, training, and ongoing support.
Drive continuous improvement across the full member lifecycle—onboarding, earn, redemption, tier management, and complaints handling.
Embed voice-of-customer (VOC), analytics, and feedback loops to optimize operations and reduce cost-to-serve.
Build and lead high-performing customer operations teams with strong performance management and accountability.
10+ years of experience in customer operations, service delivery, or operations leadership, ideally within loyalty programs, payments, financial services, or large consumer ecosystems.
3+ years in a managerial or senior leadership role.
Bachelors degree in Business Administration, Operations, or a related field; post-graduate qualification preferred.
Strong service management expertise (SLAs, KPIs, operational governance)
Experience managing complex vendor and partner ecosystems
Data-driven and analytical mindset with strong VOC utilization
Proven ability to scale operations in high-growth environments
Excellent executive stakeholder management and communication skills
Located at the heart of the UAE, TalentTide is an avant-garde HR consulting firm conceived to cater to the unique challenges and demands of the contemporary Emirati market. Our foundation is built upon a legacy of deep-rooted industry knowledge, underpinned by an unwavering commitment to pushing the boundaries of HR innovation.
TalentTide is not just another HR consultancy. What sets us apart is our unparalleled understanding of the local landscape, coupled with a global perspective that keeps us a step ahead in the dynamic world of HR. Our founder's rich tapestry of experiences and insights underpins our ethos, ensuring that our services are not only top-tier but also tailored to the nuances of our clientele.
Services for the Corporate Sector:
1. Headhunting: Our bespoke headhunting solutions are designed with precision, ensuring that businesses not only find the right talent but also individuals who resonate with their company culture and vision.
2. Customized Training: Rooted in extensive market research and client feedback, our training programs reflect the unique requirements of the UAE market, positioning businesses to thrive amidst challenges and seize emergent opportunities.
3. HR Technologies: We have curated an elite selection of HR technologies from global pioneers, ensuring our corporate partners benefit from the latest and most effective tools in areas such as competency management, recruitment, and more.
4. HR Consulting: Our consultancy services encompass a 360-degree approach to HR, aligning strategies with both local intricacies and global best practices to derive optimal results.
5. JD Creation: With our acute understanding of role dynamics, we craft job descriptions that not only attract the right talent but also align seamlessly with organizational structures and goals.
