Director of Operations

Job purpose

Performance ownership

• Own targets for CSAT, complaints per 1,000 reservations, guest rating, destination search conversion, active-listing occupancy, and unit activation.
• Ensure each KPI is instrumented, defined, and scoreable.
• Run the monthly Operations performance cycle and present results, causes, and actions to the Executive Committee.

Contact centers

• Own first response time, first contact resolution, average resolution time, and reopened-ticket service levels.
• Restore and maintain first contact resolution at or above 80% using root-cause analysis, agent enablement, and process redesign.
• Manage capacity, scheduling, quality monitoring, and outsourced service partners.
• Reduce cost to serve per booking without sacrificing resolution quality.

Content and quality operations

• Own listing content completeness, photo quality, and destination content readiness.
• Scale proven content interventions across the destination portfolio and enforce host content standards.
• Own unit onboarding and activation, including activation rate, time to activate, and time to first reservation.
• Work with Commercial and Product to improve the gap between activation and occupancy.
• Run quality assurance across guest and host journeys.

Leadership and collaboration

• Lead, develop, and structure three function teams and build capability and succession.
• Partner with Product on operational defects, sorting and visibility, and claims.
• Partner with Data & Analytics to close instrumentation gaps and automate departmental reporting.
• Transform the team into a center of operational excellence.

Qualifications and experience

• Bachelor's degree is required; a postgraduate qualification is advantageous.
• At least 10 years of operations experience, including at least 5 years leading multi-function or multi-site teams in a marketplace or e-commerce platform.
• Proven contact-center service-level turnaround and transformation leadership experience.
• Ability to own a KPI tree, set targets, run monthly performance cycles, and defend results to executives.
• Professional fluency in Arabic and English is required.

Preferred experience

• KSA or GCC market experience in a digital platform.
• Exposure to Lean, Six Sigma, DMAIC, or an equivalent process-improvement discipline.
• Experience introducing automation or AI-assisted tooling into a contact center.