Head of Operations
Role Overview
The Head of Operations – Cluster 2 has executive accountability for performance, growth, and management across 17 cities.
The role reports to the Executive Committee and oversees commercial activity, operational delivery, and P&L through People, Product, and Performance.
Priorities include technology modernization, Saudization and legal compliance, safety, and customer satisfaction.
Key Skills for This Role
Full Job Posting
Role scope
The Head of Operations – Cluster 2 has executive accountability for performance, growth, and management across 17 cities.
The role reports to the Executive Committee and oversees commercial activity, operational delivery, and P&L through People, Product, and Performance.
Priorities include technology modernization, Saudization and legal compliance, safety, and customer satisfaction.
Executive management and business strategy
- Present performance reports, operational plans, annual budgets, and business risks to the Executive Committee.
- Lead business growth, site expansion, airport stakeholder relations, and regional strategy across 17 cities.
People and workforce management
- Manage and mentor Zonal Managers, unit leaders, and regional teams.
- Oversee workforce planning for Saudization targets, labor laws, and Ministry requirements in each city.
- Implement training and career development pathways, and optimize team sizing, labor schedules, and staffing budgets.
Product, quality, and digital operations
- Work with Quality and HSE teams to maintain quality, food safety, hygiene, and local municipal standards.
- Lead teams to maintain high Net Promoter Score (NPS) and Guest Rating Index (GRI) scores.
- Partner with IT to automate workflows, implement digital checklists and ERP, and improve daily operational reporting.
Financial performance and operations
- Own cluster revenue, operational costs, and budget management; improve efficiency, reduce waste and unit costs, and improve daily output.
- Direct setup, hiring, and operational launch of new locations and renovated sites.
- Implement ancillary revenue strategies for upgrades, takeaway options, and food and beverage sales.
Candidate requirements
- 10+ years of senior operations management experience leading multi-unit operations in hospitality, airport services, commercial F&B, or retail in Saudi Arabia or the GCC.
- Proven full business P&L responsibility and reporting to executive leadership or a board.
- Experience with multi-city operations and zonal management structures.
- Strong knowledge of Saudi labor laws, Saudization rules, and municipal health and safety requirements.
- Demonstrated ability to implement digital operational tools alongside IT teams.
- Professional written and spoken fluency in English and Arabic.
Key performance indicators
Financial measures include cluster revenue versus target, EBITDA targets, and operating budget accuracy.
Quality and customer measures include NPS, GRI, HSE incidents, food safety, and audit pass rates.
People measures include Saudization by city, staff retention, and completion of safety and operational training.
About the company
Plaza Premium Group operates airport lounges, terminal hotels, meet-and-greet services, and airport dining concepts.
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