Head of Operations
Skills
About This Role
Job Purpose
: The Head of Operations & Growth is responsible for leading Citylink Shuttle's operational performance while driving sustainable business growth across the business.
The role owns the end-to-end operation, including service reliability, customer experience, operational efficiency, team performance, and financial results.
In parallel, the role is expected to identify and execute growth opportunities across customer acquisition, retention, recurrence, pricing, subscriptions, partnerships, and market expansion.
Working closely with Operations, Marketing, Product, Technology, Customer Support, and Finance, this position will ensure that operational excellence and business growth are developed as a single integrated strategy.
Operations Leadership
- Own the overall operational performance of Citylink Shuttle.
- Lead daily operations, including dispatch, service delivery, customer support coordination, and operational execution.
- Ensure high levels of service reliability, customer satisfaction, safety, and operational efficiency.
- Monitor and improve operational KPIs, including fulfillment, service levels, ETA performance, productivity, and load factor.
- Identify and implement operational improvements through data, technology, automation, and process optimization.
- Ensure compliance with company policies, regulatory requirements, and operational standards.
Growth & Commercial Performance
- Drive customer acquisition, activation, retention, recurrence, and revenue growth.
- Develop pricing, subscription, promotion, and commercial initiatives to improve demand generation and customer loyalty.
- Identify growth opportunities through customer, operational, and market insights.
- Support the development of new products, partnerships, and revenue streams.
- Work with Marketing and Product teams to improve customer engagement, conversion, and lifetime value.
• Business Performance & Analytics
- Establish and monitor KPIs across growth, operations, customer experience, and profitability.
- Lead business reviews, forecasting, budgeting, and performance analysis.
- Monitor unit economics and recommend initiatives to improve revenue, productivity, and profitability.
- Translate operational and commercial data into actionable business recommendations.
• Team Leadership & Stakeholder Management
- Lead and develop a high-performing cross-functional team.
- Establish clear objectives, accountability, and performance management frameworks.
- Build strong relationships with internal stakeholders, business partners, and relevant authorities.
- Foster a culture of ownership, execution, continuous improvement, and customer focus
Growth & Business Development
- Define and execute the business and operational strategy, aligning growth objectives, customer experience, operational performance, and financial results.
- Lead market development and expansion initiatives, including operational setup, commercial positioning, stakeholder management, and go-to-market execution.
- Drive customer acquisition, activation, retention, recurrence, and lifetime value through data-driven growth initiatives.
- Develop pricing, subscription, and commercial strategies to improve demand generation, customer retention, load factor, revenue per user, and unit economics.
- Identify growth opportunities through market, customer, and operational insights, translating them into actionable initiatives.
- Optimize service design, network performance, capacity utilization, and customer experience to support sustainable growth.
- Establish KPIs across growth, operations, and profitability, ensuring accountability and performance management.
- Drive cross-functional execution across Operations, Marketing, Product, Technology, and Finance to deliver scalable business growth.
Qualifications and Experience
- Bachelor’s degree in business administration, Engineering, Economics, Marketing, Transportation, or a related field.
- MBA or postgraduate qualification is an advantage but not required.
Experience
- 5–8 years of experience in Operations, Growth, Business Performance, Mobility, Ride-Hailing, Logistics, Technology, Consulting, or related industries.
- Experience managing operational performance and delivering measurable business growth.
- Strong analytical and commercial mindset with exposure to pricing, budgeting, forecasting, or business planning.
- Experience working across multiple functions and leading execution through cross-functional teams.
Key Competencies and Skills
- Leadership: Strong ability to lead large, diverse teams and manage cross-functional operations.
- Operational Expertise: In-depth knowledge of route optimization, scheduling, and dispatch principles.
- Strategic Thinking: Ability to develop and execute long-term operational strategies.
- Customer Focus: Commitment to delivering exceptional customer experiences.
- Financial Acumen: Expertise in budgeting, cost control, and operational efficiency.
- Problem Solving: Advanced analytical skills to address complex challenges effectively.
- Communication: Excellent interpersonal, negotiation, and presentation skills.
- Technology Savvy: Experience with transportation management systems and process automation.
Additional Requirements
- Familiarity with local regulations and market dynamics in the Middle East.
- Proficiency in English; Arabic is a plus.
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