Senior Manager Digital Community Services

About the Role: Senior Manager - Digital Community Services

Khatib & Alami is seeking a Senior Manager - Digital Community Services to lead and manage the integrated Community Services function in Jeddah, Western Province. This full-time role focuses on delivering safe, accessible, high-quality, and digitally enabled services that enhance the experience of residents, visitors, businesses, and community partners. The Senior Manager will translate community needs and organizational objectives into effective service strategies, operating models, service standards, and technology-driven solutions.

Key Responsibilities

• Develop and implement the community services strategy, ensuring alignment with the master plan, smart-city vision, customer experience priorities, and organizational objectives.
• Define, develop, and oversee end-to-end community services, including community engagement, resident support, public-realm activation, permits and service requests, mobility touchpoints, safety communications, and digital service channels.
• Lead the implementation and continuous enhancement of an integrated community services ecosystem, including mobile applications, web portals, CRM and case management systems, self-service solutions, digital notifications, and knowledge management platforms.
• Integrate community-facing services with relevant smart-city platforms and data sources, such as mobility, security, access control, facilities management, events, and operational dashboards, to enable seamless service delivery and informed decision-making.
• Establish and maintain service standards, standard operating procedures (SOPs), escalation mechanisms, service-level agreements (SLAs), governance frameworks, and vendor-management controls.
• Develop effective resident and stakeholder engagement mechanisms, including surveys, feedback channels, community forums, and service performance analytics, translating insights into actionable initiatives.
• Collaborate with planning, ICT, security, facilities management, operations, procurement, and communications to ensure coordinated service delivery.
• Identify, evaluate, and pilot emerging technologies and innovative service solutions, including AI-enabled service assistants, process automation, predictive analytics, and connected mobility.
• Establish and monitor key performance indicators (KPIs), service delivery metrics, customer satisfaction measures, and operational dashboards to evaluate effectiveness and drive continuous improvement.
• Ensure compliance with applicable regulatory requirements and organizational policies, maintaining controls for information security, data privacy, business continuity, and emergency communications.
• Lead, develop, and empower the Community Services team, establishing clear accountabilities, performance objectives, and development plans.

Experience and Qualifications

• A minimum of 12 years of relevant experience in community services, digital service delivery, or a related field.
• Demonstrated experience in leading and managing integrated service functions.
• Proven ability to translate community needs and organizational objectives into strategic plans and operational models.

Skills and Competencies

• Strong leadership and team development capabilities.
• Proficiency in developing and implementing digital community platforms and smart-city integrations.
• Excellent strategic planning, operational governance, and performance management skills.
• Ability to foster cross-functional collaboration and stakeholder engagement.
• Strong understanding of risk management, compliance, and data integrity principles.

Work Environment

This is a full-time position based in Jeddah, Western Province, requiring leadership within a dynamic and collaborative environment focused on community enhancement and digital innovation.

Application Process

Candidates who meet the qualifications are encouraged to apply. Salary details will be discussed during the interview process.