Customer Experience & Service Ops Specialist

Parkin Company PJSC; Dubai; On-site; AED 223,000 - 357,000; Full time

Job summary

Parkin Company PJSC in Dubai seeks a customer journey and service operations specialist to design end-to-end experiences, resolve disputes, and ensure accurate service activations in coordination with the Parking Management Section.

You will monitor performance, align services with regulations, and collaborate with partners like EV charging and valet to maintain high customer satisfaction and operational transparency.

Responsibilities

• Design end-to-end customer journeys for new and enhanced services using operational insights, market trends, and customer feedback.
• Resolve disputes and complaints, process refunds, and escalate third-party SLA deviations when needed.
• Oversee issuance of all services per approved procedures and delegations, ensuring regulatory alignment.
• Periodically review service categories and eligibility to align with evolving customer needs and strategy.
• Ensure activation of core and value-added services, including backend configuration and implementation.
• Develop customer journey frameworks covering rules, pricing, workflows, billing, communications, and standards.
• Define service structures, SLAs, backend workflows, and communication standards for new services with Parking Management Section.
• Monitor performance, efficiency, quality, and customer experience; support teams in resolving inquiries, complaints, disputes, refunds.
• Escalate and resolve third-party SLA deviations as needed.
• Support compliance with regulatory requirements, concession agreements, and system integration.
• Oversee system activations and define KPIs for external providers, coordinating with Parking Management, contributing to contract/SLA management.
• Monitor SLA/KPI of third-party operators from a journey perspective; identify gaps, recommend improvements, and support continuity.
• Coordinate with service partners (EV charging, valet, car cleaning) to align service delivery with agreed outcomes.
• Maintain a real-time dataset of permits, reservations and service transactions for transparency.
• Analyze usage trends, SLA performance, adoption rates, and customer satisfaction for improvements.
• Identify recurring issues across service lines and implement policy and operational improvements.
• Leverage insights to propose service enhancements aligned with market demand and strategy.

Job description

Parkin Company PJSC in Dubai seeks a customer journey and service operations specialist to design end-to-end experiences, resolve disputes, and ensure accurate service activations in coordination with the Parking Management Section.

You will monitor performance, align services with regulations, and collaborate with partners like EV charging and valet to maintain high customer satisfaction and operational transparency.