A leading confidential organization in the UAE is seeking an experienced Head of Customer Happiness Centers to oversee the operations, performance, and service standards of its customer-facing service center. This role is ideal for a senior Customer Service, Customer Happiness, Customer Experience, or Service Centre Operations professional with strong experience in managing high-volume service center, driving customer satisfaction, leading teams, and improving operational performance. Key Responsibilities -Oversee the daily operations of Customer Happiness Centers to ensure smooth, efficient, and high-quality service delivery. -Develop and implement strategies to improve customer satisfaction, customer experience, and operational efficiency. -Set and monitor KPIs, SLAs, service quality standards, and operational performance indicators. -Lead customer service teams, including mentoring, coaching, training, and performance management. -Handle escalated customer complaints and ensure timely, professional, and effective resolution. -Implement customer feedback mechanisms to continuously improve service quality. -Monitor customer service performance data and identify areas for improvement. -Ensure compliance with internal policies, procedures, confidentiality, safety, and service excellence standards. -Prepare and implement annual operational plans aligned with the organization’s strategic objectives. -Drive process improvement, innovation, customer happiness initiatives, and service excellence across the centers. -Coordinate with senior management on center performance, service issues, and improvement plans. -Promote a culture of professionalism, customer focus, teamwork, and continuous improvement.

Requirements -Bachelor’s degree in Business Administration, Customer Service, Management, or a related field. -12–16 years of experience in customer service management, customer happiness, customer care, or customer experience operations. -Candidates with a master’s degree may be considered with 8–10 years of relevant experience. -Proven experience managing customer service centers, customer happiness centers, branch service operations, contact -centers, or public service centers. -Strong background in KPI management, SLA monitoring, service quality, customer satisfaction, and operational performance. -Experience in handling escalated customer complaints and resolving service issues effectively. -Strong leadership, team management, communication, and interpersonal skills. -Experience in government & semi-government is preferred. -Proficiency in customer service systems, CRM platforms, ticketing systems, or customer feedback tools. -Fluency in English is required; Arabic language skills are highly preferred. -UAE or GCC experience is preferred.