{"id":295221,"url":"https://alion.io/job/hire-fellows-customer-experience-manager","title":"Customer Experience Manager - Strategy & Operations","company":{"id":720296,"name":"Hire Fellows","domain":"hirefellows.notion.site","url":"https://alion.io/company/hire-fellows","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Freshdesk","optional":true},{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-08-12T00:00:00Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T14:24:32Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":89},"description":"We’re looking for a Customer Experience Manager - Strategy & Operations to take ownership of the end-to-end customer experience for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.\nYou’ll be responsible for making sure every customer interaction, from support tickets and calls to escalations and self-serve resources, is smooth, efficient, and consistently high-quality. You’ll own the key CX metrics, improve SLAs, and turn customer feedback and recurring issues into meaningful improvements.\nThis is an operator role, not a pure people-management role. You’ll be hands-on with dashboards, processes, reporting, and root-cause analysis, while working closely with Product and Engineering to improve the customer experience and build smarter, more scalable support operations. You will own and manage the CX team and department end-to-end.\nThis role doesn’t require a traditional CX background. We’re looking for someone with strong problem-solving instincts, a data-driven mindset, and the drive to build and own processes from the ground up. If you’ve come from consulting or a fast-paced operational role and you’re ready to roll up your sleeves and operate, we want to hear from you.\nResponsibilties\nOwn day-to-day support operations across ticketing, phone, and in-app channels; manage queue health, routing, and coverage.\nLead, coach, and schedule the support team; run QA on ticket and call quality with a documented scorecard.\nOwn the Support SLA & Escalation Matrix: first response, resolution, and escalation paths across L1/L2/L3 and third-party processors.\nTrack and drive the core CX metrics: first-response and resolution SLA attainment, call abandonment, callback compliance, awaiting-customer rate, reopened-ticket rate, CSAT.\nBuild and maintain reporting in Zoho Desk/Zoho Analytics; publish a weekly operations review with findings and actions, not just numbers.\nOwn the knowledge base, customer-facing and internal, including release-triggered updates and the content feeding the AI call agent.\nIdentify recurring ticket drivers and convert them into product fixes, automations, or self-serve content; work with Engineering and Product to close them.\nActively look for manual workflows to automate and standardize, macros, auto-assignment, classification, and workflow integrations.\nEnsure complaint handling meets SAMA requirements, including complaint logging, response timelines, and escalation/disclosure obligations.\nManage escalations end-to-end, including card, transaction, and processor-side issues requiring third-party coordination.\nAct as the internal voice of the customer, surface patterns, flag issues early, and drive cross-functional accountability for experience quality.\nRequirements\nStrong problem-solving skills with a track record of diagnosing issues, finding root causes, and implementing fixes, not just managing symptoms.\nData-driven approach: comfortable building dashboards, interrogating numbers, and making recommendations backed by data. SQL or Power BI experience is a plus.\nHigh agency, takes full ownership, moves fast, and doesn’t wait to be told where to focus.\nAutomation mindset, actively identifies processes to automate and standardize, and has done so in a previous role.\nExperience in a fast-paced environment, whether consulting, fintech, SaaS, or a high-growth operational setting.\nStrong process-writing ability: SOPs, escalation matrices, and policy documents.\nHands-on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom), including SLA configuration, workflows, and reporting, or demonstrable ability to learn tools quickly.\nFluent in Arabic and English, written and spoken.\nSaudi nationality.\nOnsite position.\nNice to have\nBackground in consulting, business analysis, or operations in a regulated or high-growth environment.\nFamiliarity with fintech, banking, payments, or SaaS concepts.\nFamiliarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS).\nExperience with SAMA consumer-protection or complaint-handling requirements.\nExperience deploying AI or automation in a support or operational function.","description_format":"text","description_chars":4165,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-05T14:41:11Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.298,"p_room":0.36,"age_days":89,"expected_fill_days":45,"reasons":["conf:1","agency","win:tail","crowd:"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/hire-fellows-customer-experience-manager","json_url":"https://alion.io/job/hire-fellows-customer-experience-manager.json","meta":{"generated_at":"2026-11-09T19:06:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4565,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":720296},"rest":"https://alion.io/mcp/rest/get_company?id=720296"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhire-fellows-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhire-fellows-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhire-fellows-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hire-fellows-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhire-fellows-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":295221}},{"tool":"search_jobs","arguments":{"company":"hirefellows.notion.site","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":295221},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}