Critical Incident Resolution Manager

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 a Escalations Manager 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 Escalations Manager will be the executive leader overseeing high-volume, multi-channel customer service operations and directly owning the strategic resolution and prevention of critical escalations. This role is fully accountable for achieving operational excellence, protecting brand reputation through effective crisis management, and driving systemic customer experience improvements across the e-commerce platform.

Key Responsibilities

1. Crisis & Escalation Management

• Ultimate Ownership : Own the resolution of all executive, legal, social media-driven, and high-financial-value customer escalations, ensuring prompt, satisfactory, and brand-protective outcomes.
• Policy & Exception Authority : Act as the final internal authority for dispute resolution, defining SLAs for internal turnaround times (TAT) and authorizing exceptions / financial goodwill to resolve critical cases.
• Triage & Compliance : Develop and implement a triage and routing matrix for high-priority contacts, ensuring immediate direction to specialized teams while adhering to legal and company compliance requirements.

2. Operational Excellence & Performance

3. Quality, Coaching & People Leadership

4. Root Cause Analysis (RCA) & Prevention

What you'll need :

Master’s degree preferred.

Who will excel?

readiness to adapt, pivot, and learn is essential.