Supervisor, Fulfillment - Dubai
Job Description
About noon
noon, the region's leading consumer commerce platform. On December 12th, 2017, noon launched its consumer platform in Saudi Arabia and the UAE, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion.noon is a work in progress; we're six years in, but only 5% done.
noon's mission: Ring every doorbell, everyday.
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.
Customer Complaints & Seller Escalations Management
Lead and manage the centralized warehouse escalation team handling customer and seller complaints.
Monitor and improve complaint resolution performance against defined SLAs.
Ensure timely, thorough investigations of customer complaints and seller disputes.
Collaborate with internal teams to resolve disputes effectively.
Maintain accurate records of goodwill costs and reconcile data from customer support.
Audit ticket responses to ensure compliance with decision trees.
Escalate high-aging and SLA-breached cases with seller support teams.
Manage and resolve seller escalations across all noon marketplaces.
Dispute Resolution & Financial Impact Management
Minimize financial losses related to seller claims.
Ensure accuracy in financial impact assessments and goodwill cost tracking.
Raise and track Damage on Delivery goodwill tickets and disputes.
Consolidate and reconcile goodwill costs monthly.
Root Cause Analysis & Process Improvement
Conduct root cause analysis to identify trends in complaints and disputes.
Implement corrective and preventive actions to address recurring issues.
Drive process improvements to enhance dispute resolution efficiency.
Maintain detailed records of dispute types and track complaint trends.
Develop strategies to reduce disputes and complaints.
Reporting & Stakeholder Collaboration
Provide daily performance updates.
Lead weekly review calls to address seller and customer complaint trends.
Collaborate with cross-functional teams (warehouse, finance, tech, customer support) to optimize processes.
What you'll need
B.Tech/MBA from a recognized institution.
Background in Operations, Supply Chain, Customer Service, or Dispute Resolution.
Proficiency in Google Sheets, Excel, SQL, and data visualization tools.
Strong ability to conduct root cause analysis and implement process improvements.
Experience handling escalations, dispute resolution, and workflow optimization.
Strong collaboration experience with warehouse, finance, customer service, and legal teams.
Excellent written and verbal communication for effective stakeholder coordination.
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.