Customer Experience Manager
Role summary by JobGrid
Customer Experience Manager at metabolic: Dubai, United Arab Emirates; On-site; Full time. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Dubai, United Arab Emirates, On-site
- Role classification: Full time
- Source freshness: checked by JobGrid on 2026-05-28.
- Application path: candidates continue to the employer application page with non-personal referral tags.
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