Aurora Vision Group is seeking a Customer Service Operations Manager to lead and elevate the customer care function across D2C channels, including e-commerce and retail. The role combines strategic leadership with hands-on operational execution, ensuring seamless resolution of customer issues while continuously improving processes to enhance customer satisfaction, loyalty, and operational efficiency.

Key Responsibilities:

• Lead and manage the Customer Care/Service team, setting high standards for service quality, speed, and resolution.

• Handle all customer escalations across e-commerce and retail, ensuring timely resolution and communication.

• Drive cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance teams to eliminate friction and improve end-to-end customer experience.

• Develop, monitor, and report on customer care KPIs (e.g., CSAT, NPS, resolution time, repeat issues).

• Implement systems, workflows, and tools to scale operations with business growth.

• Analyze recurring customer pain points and partner with product, digital, and logistics teams to address structural issues.

• Establish best practices for returns, refunds, exchanges, and special cases.

• Act as the voice of the customer in decision-making forums.

• Drive training, knowledge-sharing, and empowerment across frontline teams.

Qualifications & Skills:

• Minimum 5 years’ experience in customer care, operations, or service excellence, ideally in premium fashion, retail, or e-commerce.

• Strong operational problem-solving and process improvement skills.

• Proven ability to influence and align cross-functional teams.

• Excellent communication, stakeholder management, and escalation handling skills.

• Data-driven mindset with experience using CRM/ticketing tools, analytics, and reporting systems.

• Ability to balance strategic leadership with hands-on execution.

• Passion for innovation, design, and building a customer-first culture.

Job Location: Abu Dhabi, UAE