Dispute 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 Dispute Resolution 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 Dispute Resolution Manager will lead and oversee complex customer disputes including on-demand e-commerce business units. The role ensures fair, timely, and compliant resolutions that balance customer experience with business interests. The position requires bilingual communication (English & Arabic) and direct customer calling for escalated or high-impact cases to ensure clarity, empathy, and trust.

Key Responsibilities

• Manage end-to-end dispute resolution for issues related to delayed, missing, incorrect, or refunded orders across GCC markets.
• Call customers directly for escalated or sensitive cases to ensure accurate understanding and satisfactory closure.
• Develop and enforce SOPs and decision frameworks to ensure fair and consistent dispute handling.
• Collaborate with Operations, Payments, Legal, and Tech teams to address root causes and implement corrective actions.
• Track dispute volumes, SLA adherence, and quality to drive efficiency and continuous improvement.
• Review and resolve high-value, complex, or regulatory cases requiring senior oversight.
• Lead, coach, and support a team of dispute specialists to strengthen communication capabilities.

What you'll need:

• Bachelor’s degree in any stream
• 6–10 years of experience in Customer Service or Operations, with at least 3 years in dispute, escalations, or complaints management.
• Prior experience in quick commerce, food delivery, or normal e-commerce, are strongly preferred.
• Bilingual proficiency in English and Arabic (spoken and written) is mandatory.
• Excellent communication, negotiation, and decision-making skills.
• Strong understanding of GCC market operations and local regulations (UAE, KSA).
• Proficiency in Excel/Google Sheets

Key Competencies:

• Customer-first and resolution-focused approach
• Empathy and strong conflict management skills
• Data-driven and analytical problem solving
• Sound judgment under pressure
• Stakeholder collaboration and influence
• Continuous improvement mindset

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.