Assistant Manager, Ops Excellence

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Assistant Manager, Ops Excellence who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

The ideal candidate will manage, resolve, and prevent escalations that impact customer trust. This role will act as the primary escalation owner and cross-functional liaison across Logistics, Operations, Customer Service, and Tech teams. Leading root cause analysis, implement corrective actions, and drive process improvements to reduce recurrence and elevate customer experience at scale.

• Own and manage end-to-end customer and logistics escalations, ensuring timely resolution and minimal business impact
• Act as the central point of contact across Operations, CX, and Tech teams to drive resolution and long-term fixes
• Conduct root cause analysis (RCA) for recurring issues and implement corrective and preventive actions
• Track and improve key performance metrics such as complaint rate, resolution TAT, SLA adherence, and customer satisfaction
• Design and standardize SOPs, workflows, and escalation handling frameworks across operations
• Drive initiatives to improve the overall customer journey, including ownership of customer-facing communications (SMS, email, app notifications)
• Drive Delivery Associate (DA) behavior improvement programs to enhance delivery quality and customer interaction
• Collaborate with cross-functional teams to ensure alignment between operations performance, cost, and CX outcomes
• Train and enable teams on escalation handling, SOP adherence, and customer communication standards
• Reduction in escalations and repeat complaints
• Improvement in resolution turnaround time (TAT) and SLA adherence
• Uplift in customer experience metrics (NPS / CSAT)
• Reduction in refund, goodwill, and exception-related leakages
• Improved delivery success rate, POD compliance and overall customer experience.

What you'll need:

• Bachelor's degree in Business, Operations, or related field, MBA is a plus
• Minimum of 4–6 years of experience in Customer Experience, Process Excellence, Operations (preferably in e-commerce, logistics, or retail)
• Proven track record of managing escalations and improving service metrics
• Strong problem-solving, analytical, and decision-making skills
• Excellent stakeholder management, communication, and collaboration ability
• A customer-first mindset with ownership and accountability

Who will excel

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.