The Director of Customer Experience & Care will lead the transformation of the company's customer care organization into a next-generation, technology-enabled function that delivers seamless, proactive, and personalized experiences. This role will redefine how customers engage with the company by incorporating automation, AI, and predictive support, elevating Care from a cost center to a key driver of customer trust, loyalty, and sustainable growth. This leader will combine strategic foresight with operational discipline, driving innovation, customer obsession, and continuous improvement across all supported verticals.
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Location
Dubai, UAE
Reporting to
Senior Director of Operations
What you'll do:
- Define and execute the global Care strategy, ensuring alignment with corporate priorities and market needs.
- Lead Care’s evolution into an intelligent, data-driven, omnichannel support organization.
- Oversee large-scale transformation programs spanning vendor consolidation, process modernization, and AI-led platform integration.
- Build scalable models for proactive, self-healing support powered by automation and predictive insights.
Requirements
- 12+ years of experience in Customer Experience, Care, or Service Transformation, ideally within technology, e-commerce, or digital-first ecosystems.
- Proven success leading large-scale Care transformations powered by automation, AI, and analytics.
- Deep expertise in CareTech architecture including CRM, CCaaS, RPA, chatbot frameworks, and GenAI platforms.
- Strong track record managing complex, multi-market vendor and in-house ecosystems with measurable improvements in service quality and efficiency.
- Excellent communication and stakeholder management skills, with senior leadership exposure to represent strategic Care perspectives.
What we’ll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full-time company colleague, you will be able to:
- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Work 4 days a week in the office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
