Job Description

Reports To: Customer Operations' Director
Department: Group Customer Operations
Location: Dubai
The Group Head of Customer Operations Enablement will play a pivotal role in driving operational excellence and empowering customer-facing teams at the Opcos to deliver exceptional customer experiences. This role is responsible for designing and implementing strategies, processes, and tools that enable customer support, success, and operations teams to perform at their best. Reporting to the Group Customer Operations' Director, this position requires a combination of leadership, strategic thinking, IT Knowledge, and deep operational expertise
Key Responsibilities:
Strategic Leadership:
Develop and execute a comprehensive enablement strategy for customer operations teams to achieve business goals and improve customer satisfaction.
Align enablement initiatives with overall company objectives, working cross-functionally with IT, Product, Sales, Marketing, and Operations teams.
Continuously assess the effectiveness of customer operations enablement programs and refine strategies to ensure success.
Process Optimization:
Identify inefficiencies and implement scalable, repeatable processes & tools to streamline operations and enhance productivity.
Drive automation and technology adoption to improve team efficiency and customer outcomes.
Qualifications:
Education & Experience:
Bachelor's degree in Science, Technology, Math, or a related field
3+ years of relative experience in customer operations, enablement, or a similar leadership role in Telco or similar industry
Proven success in scaling customer support or operations functions in a fast-paced environment
Fluent French & English Skills
Skills & Competencies:
Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Exceptional communication and presentation skills, with the ability to influence at all organizational levels.
Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and enablement tools
Experience leading cross-functional projects and driving organizational change.
Leadership Qualities:
Strategic thinker with a hands-on approach to execution.
Inspirational leader who fosters a collaborative, inclusive, and high-performing team culture.
Customer-centric mindset with a passion for delivering exceptional experiences.
Technology and Tools:
Lead the selection, implementation, and management of tools and technologies that empower customer operations teams, including CRM, ticketing, digitalization and knowledge base systems.
Ensure seamless integration and adoption of tools, driving user engagement and maximizing ROI.
Regularly evaluate emerging technologies to enhance customer operations enablement capabilities.
Stakeholder Collaboration:
Serve as a bridge between Customer Service teams and IT in addition to other departments ensuring alignment and effective communication.
Advocate for customer needs by providing actionable insights on required tools to improve Customer Experience.
Act as a trusted advisor to executive leadership on operational challenges and opportunities.