Head of Engineering - Customer Experience

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 Head of noon Customer Experience Technology 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.

As the Head of noon Customer Experience Tech, you will own the end-to-end technical strategy and execution for Customer Experience across noon’s marketplaces. You will lead a cross-functional organization spanning engineering, product management, and program management — responsible for the backend systems, customer-facing UI, ticketing platforms, and chatbot experiences that define how noon supports its customers at scale.

This is a senior leadership role with high ownership. You will set technical direction, drive execution across frontend and backend engineering, and build the team and culture required to deliver world-class customer experience technology across the region.

Customer Experience Technical Strategy & Execution

• Define and drive the technical strategy for Customer Experience across all noon marketplaces, ensuring alignment with business goals and customer experience targets.
• Own the full technology stack powering customer experience — including backend systems, ticketing infrastructure, customer-facing UI, and AI-powered chatbot(s).
• Translate ambiguous, zero-to-one problems into clear technical roadmaps with measurable outcomes and well-defined success criteria.
• Collaborate closely with business, operations, and customer experience leaders to identify opportunities where technology can unlock disproportionate impact.

Systems, Platforms & Infrastructure

• Architect and evolve reliable, scalable backend systems and APIs that power ticketing workflows, agent tools, and self-service customer experiences.
• Drive the design and continuous improvement of chatbot and conversational AI systems, leveraging modern NLP, LLM, and generative AI capabilities.
• Ensure all customer experience platforms meet high bars for observability, reliability, and performance.
• Establish and maintain engineering best practices across CI/CD, testing, monitoring, and incident response for all customer experience technology.

Cross-Functional Leadership & Team Building

• Lead and grow a cross-functional organization spanning frontend engineering, backend engineering, product management, and program management.
• Hire, mentor, and develop senior technical and product talent to build a high-performing, deeply collaborative team.
• Drive cross-team coordination, architecture decisions, documentation, and open knowledge sharing across noon’s broader engineering organization.
• Partner with noon stakeholders across operations, logistics, and marketplace teams to ensure customer experience technology delivers measurable business value.

What you'll need:

• 10+ years of experience in software engineering, with at least 5 years in a leadership role directly relevant to customer experience technology, support platforms, or a similar domain.
• Proven track record of leading cross-functional technical teams across frontend, backend, product management, and program management.
• Deep experience designing and operating large-scale backend systems, APIs, and distributed services in a cloud environment (AWS, GCP, or Azure).
• Strong understanding of modern frontend technologies and customer-facing UI/UX best practices.
• Experience building or overseeing ticketing systems, CRM integrations, or customer support platforms.
• Experience with chatbot development, conversational AI, LLMs, or NLP systems is highly valued.
• Strong engineering fundamentals including CI/CD, automated testing, monitoring, and data-driven decision-making.

Education

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Master’s degree or MBA is a plus but not required.

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.