Lead Complaint Management

This role provides strategic and operational leadership for du’s end-to-end Complaint Management function, overseeing 2 direct reports and managing performance across an offshore partner operation handling customer complaints across all channels. The role is accountable for delivering SLA compliance, first-time resolution rates, CSAT targets, TRA/TDRA regulatory compliance, and continuous cost optimization. As the primary governance link between du and the outsource partner, this position drives operational excellence, root cause elimination, and a consistently high-quality customer experience aligned with du’s Customer Operations strategy.