Vice President – Customer Operations

Talents Tide is seeking a Vice President – Customer Operations for its client in Abu Dhabi, operating a large-scale Loyalty Program.

Role Overview

The VP – Customer Operations will lead and scale the end-to-end customer operations strategy, ensuring a consistent, high-quality member experience across all physical and digital touchpoints. The role is accountable for service delivery, loyalty operations, partner enablement, and operational risk, while driving continuous improvement to support rapid growth of the Loyalty Program.

Key Responsibilities

• Own and execute the end-to-end customer operations strategy across contact centres, in-mall desks, and digital support channels.

• Define and govern operational processes, SLAs, and KPIs to improve response times, resolution rates, and member satisfaction.

• Scale operational capabilities through effective resourcing, outsourcing, and technology models while maintaining service quality and cost efficiency.

• Act as the senior escalation point for operational risks, service failures, and customer experience issues.

• Oversee loyalty systems operations, ensuring platform stability, uptime, security, and regulatory compliance (LMS, CRM, card-linking, receipt scanning, gift cards).

• Lead partner and merchant operations, including onboarding, integration, training, and ongoing support.

• Drive continuous improvement across the full member lifecycle—onboarding, earn, redemption, tier management, and complaints handling.

• Embed voice-of-customer (VOC), analytics, and feedback loops to optimize operations and reduce cost-to-serve.

• Build and lead high-performing customer operations teams with strong performance management and accountability.

Experience & Qualifications

• 10+ years of experience in customer operations, service delivery, or operations leadership, ideally within loyalty programs, payments, financial services, or large consumer ecosystems.

• 3+ years in a managerial or senior leadership role.

• Bachelors degree in Business Administration, Operations, or a related field; post-graduate qualification preferred.

Core Skills

• Strong service management expertise (SLAs, KPIs, operational governance)

• Experience managing complex vendor and partner ecosystems

• Data-driven and analytical mindset with strong VOC utilization

• Proven ability to scale operations in high-growth environments

• Excellent executive stakeholder management and communication skills

• Strong risk, compliance, and control orientation