Infrastructure Customer Service Leader

Infrastructure Customer Service Leader

We are seeking a dedicated Infrastructure Customer Service Leader to join our team for a major 5-year consulting program with a public sector organization focused on the operation and maintenance of roads and drainage assets. The Infrastructure Customer Service Leader will report directly to the Program Director and will be responsible for leading consulting and client teams in the implementation of transformational customer service projects.

Key Responsibilities:

• Leadership & Team Management
• Lead and inspire a cross-functional team of consultants and client personnel dedicated to enhancing customer service delivery.
• Foster a culture of excellence, collaboration, and continuous improvement within the team.
• Project Development & Execution
• Design and implement customer service strategies that improve engagement, satisfaction, and responsiveness, leveraging innovative practices.
• Oversee the execution of transformational customer service projects, ensuring alignment with client objectives and industry best practices.
• Monitor project progress, address challenges, and ensure timely and budget-compliant delivery.
• Stakeholder Engagement
• Collaborate closely with client stakeholders to identify customer service needs and opportunities for enhancement.
• Provide regular updates and reports to the Program Director and client executives on project status, challenges, and outcomes.
• Continuous Improvement & Innovation
• Stay informed about emerging trends in customer service, including the integration of Artificial Intelligence concepts to enhance service delivery.
• Facilitate training sessions and workshops to improve the customer service capabilities of the client team.

What We Offer:

• Competitive salary and a comprehensive benefits package.
• Opportunity to lead significant customer service transformation initiatives within the public sector.
• A supportive and dynamic work environment.

Qualifications:

• Experience
• Minimum of 25 years of experience in a relevant industry, with at least 12 years in a leading role, preferably within the roads or drainage sectors.
• Both regional and international experience is required, with a minimum of 8 years of experience gained working in North America, W. Europe, Australia, or equivalent.
• Proven experience in leading projects focused on enhancing customer engagement and satisfaction.
• Education
• Bachelor's degree from a recognized university in the USA, Canada, Western Europe, Australia, or New Zealand. A Master's degree is preferred.
• Required relevant Chartered status and Professional License(s)
• Skills
• Strong leadership and team development skills.
• Excellent analytical, strategic thinking, and problem-solving abilities.
• Familiarity with customer service technologies and methodologies, especially those involving Artificial Intelligence.
• Outstanding communication and interpersonal skills.
• Language Skills
• Arabic language skills are preferred but not essential.

About Stantec:

We're active members of the communities we serve. That's why at Stantec we always design with community in mind. We believe growing a great design company happens from the inside out. We look for people who are drawn to use every talent they possess, plus creativity, determination, and a drive to do the extraordinary. The Stantec community unites approximately 22,000 employees working in over 400 locations across six continents. We collaborate across disciplines and industries to bring projects to life. Our work as architects, engineers, and consultants from initial project concept and planning through design, construction, and commissioning is built on a solid history of success. So, when we take on a project, we see the opportunity to make a lasting connection with the people and places where we live and work. Redefine your personal best. Join us!

Work Location(s): Qatar-Doha

Employment Type: Full-Time

Job Type: Regular

Job Category: Business Development