Head of Customer Happiness Center (UAE National)

About the role

This role suits a senior Customer Service, Customer Happiness, Customer Experience or Service Center Operations professional with strong experience managing high-volume service centers, driving customer satisfaction, leading teams and improving operational performance. It is based in Dubai and is open to UAE nationals.

Key responsibilities

• Oversee daily operations of Customer Happiness Centers to ensure smooth, efficient and high-quality service delivery.
• Develop and implement strategies to improve customer satisfaction, customer experience and operational efficiency.
• Set and monitor KPIs, SLAs, service quality standards and operational performance indicators.
• Lead customer service teams, including mentoring, coaching, training and performance management.
• Handle escalated customer complaints and ensure timely, professional and effective resolution.
• Implement customer feedback mechanisms and monitor performance data to identify areas for improvement.
• Ensure compliance with internal policies, procedures, confidentiality, safety and service excellence standards.
• Prepare and implement annual operational plans aligned with the organization's strategic objectives.
• Drive process improvement, innovation and customer happiness initiatives, and coordinate with senior management on performance and improvement plans.

Required profile

• Bachelor's degree in Business Administration, Customer Service, Management or a related field.
• 12-16 years of experience in customer service management, customer happiness, customer care or customer experience operations; a master's degree may be considered with 8-10 years of relevant experience.
• Proven experience managing customer service centers, customer happiness centers, branch service operations, contact centers or public service centers.
• Experience in government or semi-government organizations is preferred; UAE or GCC experience is preferred.
• Fluency in English is required; Arabic is highly preferred.

Required skills

• Strong background in KPI management, SLA monitoring, service quality, customer satisfaction and operational performance.
• Experience handling escalated complaints and resolving service issues.
• Proficiency in customer service systems, CRM platforms, ticketing systems or customer feedback tools.
• Strong leadership, team management, communication and interpersonal skills.

What we offer

• Competitive salary.
• Child education allowance as per UAE law.
• Standard benefits.