Customer Care Director – Utilities & Field Operations

Red Sea Global; Riyadh; On-site; SAR 220,000 - 300,000; Full time

Job summary

Red Sea Global is seeking a Manager – Customer Service to lead customer care operations for its utility subsidiary. You will oversee multi‑channel support, drive performance against SLAs, and manage a team of supervisors and agents.

The role requires 10–15 years in customer service within regulated sectors, and strong experience with CRM and CIS systems. On‑site work in Riyadh with strategic impact across divisions and regulators.

Qualifications

• Bachelor’s degree in Business Administration, Engineering, or a related discipline.
• 10–15 years of experience in customer service or contact center operations, preferably utilities or regulated infrastructure sectors.
• Proven experience managing high‑volume customer care or call center operations.
• Strong understanding of utility services, service request workflows, and customer service SLAs.
• Experience working with CRM, CIS, and customer communication systems.
• Demonstrated leadership, stakeholder management, and service improvement capabilities.

Responsibilities

• Lead day‑to‑day customer care operations across all channels, including call center, email, web portals, and digital platforms.
• Oversee service request intake, logging, prioritization, escalation, and tracking through CRM and CIS.
• Define, monitor, and report on customer care KPIs including response times and CSAT; drive improvements.
• Lead, coach, and develop customer care supervisors, team leaders, and agents.
• Ensure effective use of CRM, CIS, and outage management systems; promote digital self‑service initiatives.
• Coordinate with operations, control rooms, and field teams to resolve issues within SLAs.
• Ensure compliance with regulatory requirements and escalate as needed.

Skills

Customer care operations

Leadership

Stakeholder management

CRM

Quality improvement

Education

Bachelor’s degree in Business Administration, Engineering, or related discipline

Tools

CRM

CIS

Job description

Red Sea Global is seeking a Manager – Customer Service to lead customer care operations for its utility subsidiary. You will oversee multi‑channel support, drive performance against SLAs, and manage a team of supervisors and agents.

The role requires 10–15 years in customer service within regulated sectors, and strong experience with CRM and CIS systems. On‑site work in Riyadh with strategic impact across divisions and regulators.