Customer Experience Manager

Job Title: Customer Experience Manager

Location: Doha Qatar (HQ-based with regional market oversight)

Department: Customer Experience

Industry: Ride-Hailing / Mobility / Tech Platform

Employment Type: Full-Time

Language Requirement: Arabic (Mandatory) & English

Experience Level: 6–8 years (Minimum 2 years in a managerial/supervisory role)

Are you an ambitious CX operational leader passionate about delivering world-class customer service in the tech and mobility space

A leading regional Ride-Hailing & Mobility Platform is seeking a high-performing Customer Experience Manager to join our headquarters in Doha Qatar. In this pivotal role you will be the operational owner of our end-to-end customer support function — leading frontline execution managing SLA compliance and driving CSAT/NPS performance across Qatar KSA Egypt and Mauritania.

Reporting directly to the Chief Customer Experience Officer (CXO) you will bridge the gap between executive CX strategy and daily support execution for both riders and drivers across all operating markets.

• CX Operations Management: Direct daily support queue operations to ensure prompt fair and consistent resolution of rider and driver tickets across all regional markets.

• SLA & Escalation Governance: Enforce SLA standards across all contact channels and own the escalation pathways for high-priority incidents (safety fraud major platform issues).

• Team Leadership & Development: Directly manage and mentor the CX Lead while establishing operational standards team scheduling and coverage across regional time zones.

• CSAT & NPS Performance: Own operational satisfaction targets conduct root-cause analyses when performance dips and implement structured recovery action plans.

• Voice of the Customer (VoC): Consolidate support feedback trends to identify systemic platform friction points collaborating with Operations and IT/Product teams to drive long-term fixes.

• Multi-Market Oversight: Maintain remote quality oversight across Qatar KSA Egypt and Mauritania ensuring core standards are met while adapting to local market nuances.

• Experience: 6–8 years of professional experience in customer support operations customer success or customer care management with at least 2 years in a direct supervisory/management role.

• Languages: Arabic fluency is mandatory (written and spoken). Professional English proficiency is required.

• Industry Background: Direct experience in ride-hailing mobility e-commerce on-demand delivery or consumer digital platforms is strongly preferred.

• Technical Proficiency: Hands-on experience with enterprise ticketing systems (Zendesk Freshdesk Salesforce) and CX analytics tools.

• Analytical Mindset: Proven ability to leverage operational metrics (SLA compliance ticket volumes CSAT NPS) to optimize processes and drive decisions.

• Education: Bachelor’s degree in Business Administration Operations Management or a related field.