Lead, Customer Experience & Engagement

Overview

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What You’ll Be Doing

• Supervising day-to-day customer service operations and handling complex inquiries or escalations.
• Ensuring customer interactions align with service standards, organizational values, and customer experience guidelines.
• Assisting in the development and implementation of customer service policies, procedures, and service standards.
• Acting as a point of contact for residents regarding community-related issues and service concerns.
• Organizing community meetings, engagement initiatives, and outreach activities to strengthen resident relationships.
• Supporting the resolution of resident concerns in collaboration with relevant internal departments.
• Coordinating with landowners, regulatory bodies, and city service providers to ensure alignment on customer expectations and service delivery.
• Building partnerships with internal teams and external agencies to improve service efficiency and collaboration.
• Monitoring service metrics and KPIs, analyzing trends, and recommending process and service improvements.
• Supporting the development and implementation of quality assurance processes, procedures, and tools for effective service management.
• Supporting the development and implementation of crisis management plans to handle emergencies and unexpected situations.
• Coordinating with emergency services and other relevant departments during crises to ensure clear communication and appropriate customer support.
• Providing mentorship and guidance to customer experience team members.
• Assisting in the creation and delivery of training programs to enhance team capabilities in customer service and engagement.
• Supporting the implementation of digital tools and systems to streamline customer service operations.
• Identifying and recommending innovative solutions to improve service efficiency and customer experience.
• Performing other duties and responsibilities as needed, and determining and managing priorities with minimal guidance.

What Required Skills You’ll Bring

• Bachelor’s Degree in Business Administration, Customer Relations, Hospitality, or a related field.
• Minimum 7 years of experience in customer service, community engagement, or related fields.
• Strong understanding of customer service best practices, service delivery processes, and operational systems.
• Proficiency in Microsoft Office Suite and working knowledge of CRM tools.
• Excellent verbal and written communication skills.
• Strong coordination and stakeholder management skills.
• Proven ability to manage multiple projects and prioritize tasks in a dynamic environment.

What Desired Skills You’ll Bring

• Experience in the GCC region.
• Experience in large, mixed-use, real estate, or city management environments.
• Strong leadership and team management capabilities.
• Ability to resolve conflicts and mediate customer issues effectively.
• Strong interpersonal skills with the ability to build trust and rapport across diverse customer and stakeholder groups.
• Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.
• We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars!
• Imagine next and join the Parsons quest—APPLY TODAY!
• Parsons is aware of fraudulent recruitment practices.
• To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.

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