Head of Customer Service Operations

Holool Aloula (NCBS National Company for Business Solutions); Jeddah; On-site; SAR 180,000 - 320,000; Full time

Job summary

Holool Aloula (NCBS National Company for Business Solutions) in Jeddah seeks a Customer Service Manager to lead the customer service function in a high-traffic public terminal, directing team leads and frontline ambassadors, and setting strategy and service standards.

You will own budgeting, workforce planning, KPIs, and cross-functional stakeholder relationships, drive process improvements, and manage escalations during incidents to ensure consistently high-quality service delivery.

Qualifications

• 5+ years in customer service or customer experience
• 2+ years in a managerial capacity in high-volume environments
• Strong strategic thinking and budgeting capabilities
• Excellent stakeholder management and executive communication
• Data-driven decision making with dashboards and reporting
• Experience leading process improvement or change management
• Bachelor's degree in related field or equivalent experience
• Willingness to work varied shifts and during high-impact periods

Responsibilities

• Provide leadership for the customer service department and oversee team leads/supervisors
• Develop and implement customer service strategies and SOPs
• Plan headcount, budgeting, recruitment, and shift structures
• Set KPIs and hold teams accountable for results
• Analyze performance data and feedback to drive improvements
• Lead recruitment, onboarding design, and career progression
• Serve as senior escalation point for high-severity issues
• Build relationships with cross-functional heads to align service delivery
• Present performance reports to senior management
• Manage vendor relationships and SLAs if applicable
• Drive change management and new technology rollouts
• Ensure compliance with policies across touchpoints
• Lead crisis/incident response from a customer perspective
• Mentor and develop leadership within the department

Skills

Strategic leadership

Budgeting

Data analysis

Stakeholder management

Crisis management

Education

Bachelor's degree in Business Administration, Hospitality Management, or related field

Job description

Holool Aloula (NCBS National Company for Business Solutions) in Jeddah seeks a Customer Service Manager to lead the customer service function in a high-traffic public terminal, directing team leads and frontline ambassadors, and setting strategy and service standards.

You will own budgeting, workforce planning, KPIs, and cross-functional stakeholder relationships, drive process improvements, and manage escalations during incidents to ensure consistently high-quality service delivery.