# Customer Experience Manager

**Company:** [metabolic](http://jobs.workable.com/companies/6Ca2CcAZgtZpBK7dTPDk9p.md)
**Location:** Dubai, United Arab Emirates
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/ba8a21f6-c82a-4368-a994-38bd243c48ad)

## Description

### Job Description

### Role Overview

The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes. This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination. The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.

### Key Responsibilities

### 1\. Customer Journey Ownership

-   Own end-to-end customer experience across Sales and Support
-   Ensure consistent service quality across all touchpoints
-   Identify and remove friction points in the customer journey
-   Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority guidelines)

### 2\. Team Leadership & Performance Management

-   Lead Sales and Support Team Leads to drive accountability
-   Monitor team performance against KPIs and SLAs
-   Conduct performance reviews and drive continuous improvement
-   Oversee onboarding, coaching, and ongoing training - including mandatory healthcare compliance and clinical sensitivity training

### 3\. KPI, SLA & Quality Management

-   Define and track KPIs, SLAs, and QA standards
-   Ensure adherence to service quality benchmarks
-   Analyze performance data and drive corrective actions
-   Maintain QA frameworks that include clinical accuracy, safeguarding protocols, and appropriate triage/escalation to clinical staff where required

### 4\. Escalation Management

-   Manage high-priority customer escalations
-   Ensure timely resolution of critical cases
-   Coordinate with internal stakeholders for issue closure
-   Identify and escalate safeguarding concerns or patient safety incidents to the appropriate clinical or compliance teams without delay

### 5\. Cross-Functional Coordination

-   Align with medical, product, and operations teams
-   Ensure updates in protocols are reflected in customer workflows
-   Facilitate smooth communication between departments
-   Work closely with clinical governance and compliance teams to ensure contact centre processes remain audit-ready and adhere to relevant regulatory standards

### 6\. Workforce & capacity planning

-   Forecast contact volumes and manage staffing levels to maintain SLA targets
-   Oversee scheduling, shift planning, and real-time resource management
-   Partner with HR on hiring, attrition management, and headcount planning

## Requirements

### Candidate Requirements

-   Minimum 4+ years of experience in Customer Experience, Operations, or Contact Center leadership
-   Proven experience managing Sales and/or Customer Support teams
-   Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems
-   Excellent stakeholder management and cross-functional coordination skills
-   Strong analytical and data-driven decision-making ability
-   Ability to manage escalations and high-pressure operational environments
-   Working knowledge of data privacy regulations relevant to healthcare (e.g. HIPAA, GDPR, or local equivalents)
-   Demonstrated ability to manage and develop large teams (10+ agents), including Team Lead layers

### Preferred Qualifications

-   Medical or healthcare background preferred (strong advantage)
-   Experience in healthcare, wellness, or clinical operations environments
-   Familiarity with patient journey management or clinical service workflows
-   Experience in building or scaling customer experience functions
-   Knowledge of workforce management tools (e.g. Verint, Genesys, NICE)
-   Experience working within accredited or regulated health services (e.g. CQC, JCI, or equivalent)

### Key KPIs

-   CSAT / NPS
-   Customer wait time (response + queue time)
-   Ticket resolution time (TAT)
-   Complaint rate
-   QA score (accuracy, compliance, SOP adherence)
-   SLA adherence rate
-   Conversion rate (Sales impact)
-   Retention / repeat engagement rate
-   Team performance metrics (Sales & Support)
-   Safeguarding escalation response time
-   Clinical accuracy rate (% of interactions correctly triaged or signposted)
-   Abandoned call / contact rate
-   Agent attrition rate
-   Compliance audit pass rate