Station Operations Lead: Customer Experience

Keolis; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Keolis seeks a capable leader to head a team of Station Masters and frontline staff at Dubai Metro. You will ensure a safe, reliable, world-class station environment while delivering outstanding customer service and cash handling procedures.

Reporting to the Passenger Services Manager, you will supervise daily operations, drive performance against KPIs, organise manpower for disruptions, and foster stakeholder relations through clear, timely communications.

Qualifications

• Ideally a degree holder or higher diploma of postsecondary education in a related discipline.
• Minimum 3 years' experience in supervising a team of frontline staff delivering customer services in a metro station or equivalent.
• Must have 6 months prior experience working as a Station. Master within Keolis MHI Dubai Metro.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Good literacy and numeracy skills; ability to understand complex systems and possess good IT skills.

Responsibilities

• Lead a team of Station Masters, Station Agents, Assistant Station Masters and staff to deliver a safe, reliable and customer-focused environment.
• Supervise day-to-day station operations and assist in queue management for smooth passenger flow.
• Monitor compliance with revenue procedures and cash handling.
• Provide ticket sales information and respond to passenger inquiries.
• Develop and implement safety measures and ensure Dubai Metro safety requirements.

Skills

Team leadership

Customer service

Communication skills

Staff management

Education

Degree or higher diploma of postsecondary education in a related discipline

Tools

General IT skills

Job description

Keolis seeks a capable leader to head a team of Station Masters and frontline staff at Dubai Metro. You will ensure a safe, reliable, world-class station environment while delivering outstanding customer service and cash handling procedures.

Reporting to the Passenger Services Manager, you will supervise daily operations, drive performance against KPIs, organise manpower for disruptions, and foster stakeholder relations through clear, timely communications.