Service Excellence Lead for Government CX & Improvement

Talents Tide; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Talents Tide is seeking a Service Development Section Manager in Dubai to lead service improvement efforts for a government cultural authority. You will shape how services are designed, delivered, and measured, driving quality, innovation, and customer experience across departments.

The ideal candidate has a Bachelor's degree and 7+ years of experience, with a proven ability to lead cross-functional teams, manage stakeholders, and stay current with government best practices in service

Qualifications

• Bachelor's degree required or equivalent
• 7+ years of relevant experience
• Track record leading high-impact programs and cross-functional teams
• Strong stakeholder management skills, internal and external
• Up-to-date knowledge of service development trends and government best practices

Responsibilities

• Lead the section's operational plan, budget, and performance indicators for service quality
• Set and enforce policies, procedures, and standards for service delivery
• Run customer experience initiatives: surveys, mystery shopping, satisfaction tracking, and improvement programs
• Manage and integrate the CRM system across departments
• Apply the Global Star Rating System and track compliance
• Lead training programs so frontline staff consistently deliver high-quality service
• Handle escalated complaints and turn them into improvement opportunities
• Represent the section in service development committees and meetings, internally and at government level

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Service development knowledge

Education

Bachelor's degree in Business Administration, Service Development, Quality Management, Innovation Management, Project Management, Public Administration, or equivalent

Tools

CRM system

Job description

Talents Tide is seeking a Service Development Section Manager in Dubai to lead service improvement efforts for a government cultural authority. You will shape how services are designed, delivered, and measured, driving quality, innovation, and customer experience across departments.

The ideal candidate has a Bachelor's degree and 7+ years of experience, with a proven ability to lead cross-functional teams, manage stakeholders, and stay current with government best practices in service