Senior Manager, Business Intelligence

About the job

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. 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. • We are seeking a senior professional who began their career in Business Intelligence and has evolved into a broader operations or product-driven role. This position requires an individual with strong analytical depth who can translate data into actionable product enhancements, operational improvements, and scalable CS solutions. 1. Customer Service Analytics & Insights (BI Focus) • Lead the end-to-end analytics function for CS, including data modelling, dashboarding, forecasting, root-cause analysis, and deep-dive performance insights. • Build and maintain scalable BI frameworks across key CS metrics (AHT, NPS/CSAT, Contact Drivers, SLA performance, First-Contact Resolution, Leakage). • Partner with Ops, Product, Tech, and CX teams to translate insights into measurable business outcomes. • Establish a data governance model to ensure data integrity, availability, and accuracy across multiple systems. 2. Product Ownership & Strategy • Act as a product owner for CS tools, workflows, and automation initiatives—defining requirements, writing PRDs, and prioritizing the roadmap based on business impact. • Collaborate with engineering and product teams to develop and enhance CS platforms including CRM, BOT/IVR, contact routing, QA tools, and agent productivity modules. • Drive continuous improvement in customer journeys by identifying friction points and enabling tech-driven solutions. • Lead experimentation (A/B testing, feature rollouts, pilots) to validate product hypotheses and quantify impact. 3. Operational Excellence & Transformation • Partner with CS operations leadership to optimize processes, improve efficiency, and reduce cost-to-serve through data-backed recommendations. • Own strategic initiatives such as contact reduction, automation, proactive issue detection, and VOC (Voice of Customer) deep-dives. • Serve as a bridge between CS Ops, Product, and Tech to ensure seamless implementation of new tools, processes, and capabilities. • Lead program governance for large-scale initiatives, including project planning, risk management, stakeholder alignment, and executive reporting. 4. Stakeholder Management & Leadership • Present insights, business cases, and strategic recommendations to senior leadership. • Partner cross-functionally with Logistics, Catalog, Pricing, Engineering, Quality, and Marketplace teams to influence upstream improvements. • Manage and mentor a team of BI analysts, data specialists, or product associates as required. • Create a culture of data-driven decision making across the CS organization. What you'll need: • 8+ years of progressive experience across Business Intelligence, Analytics, Product, or CS technology functions. • Strong BI foundation with advanced skills in SQL, data modelling, visualization tools (Tableau/Power BI/Looker), and statistical analysis. • Proven experience translating data insights into product requirements and operational improvements. • Strong understanding of large-scale e-commerce workflows, customer journeys, and CS ecosystems. • Experience working with engineering and product teams and testing new development in an agile environment. • Strong problem-solving, stakeholder management, and communication skills. Preferred Qualifications • Prior experience in Customer Service for e-commerce, marketplaces, or high-transaction B2C environments. • Exposure to CRM systems (Zoho, Freshdesk etc), automation/BOT platforms, and contact center technologies. • Experience managing or influencing cross-functional teams with strong cross-functional alignment and predictable program execution. • Ability to balance long-term strategic thinking with hands-on execution. • Increased automation and self-service adoption. • Reduction in contact drivers and improvement in CSAT/NPS. 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.

Requirements

• Business Intelligence
• Analytics
• Product Management
• Stakeholder Management

Preferred Technologies

• Business Intelligence
• Analytics
• Product Management
• Stakeholder Management

About the company

noon is a leading e-commerce platform in the Middle East focused on building digital products and services that enhance daily life through innovation and customer-centric solutions.