Director of Operations

JOB PURPOSE:Run Content Operations, Contact Centers, and Quality as one accountable unit and own the operational KPI set end-to-end — customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation — so that operational performance becomes a managed, forecastable input to growth rather than a monthly report of outcomes.KEY ACCOUNTABILITIES:Performance ownership:Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rateSet, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, andscoreableRun the monthly Operations performance cycle and present results, causes and actions to the Executive CommitteeContact CentersOwn the service levels: first response time, first contact resolution, average resolution time and reopened tickets. Restore and hold first contact resolution at or above 80% through root-cause analysis of repeat-contact drivers,Agent enablement and process redesignManage capacity, scheduling, quality monitoring, and any outsourced service partnersReduce cost to serve per booking without trading away resolution qualityContent OperationsOwn listing content completeness, photo quality and destination content readinessScale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to11.8%Set and enforce the host content standard with clear controls and consequencesQuality and unit readinessOwn the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation withclear SLAClose the gap between activation and occupancy by working with Commercial and Product on destinationreadinessRun the quality assurance framework across both the guest and the host journeyLeadership and cross-functionalLead, develop and structure the three function teams, and build capability and succession within themPartner with Product on operational defects that require a product fix, sorting and visibility, and claimsPartner with Data & Analytics to close instrumentation gaps and automate departmental reportingTransform the team to be the center of operational excellenceRequirementsCORE BEHAVIORAL COMPETENCIES:Accountability: owns the number, not the activity.Operational rigour: root cause before remedy, measures before and after.People leadership: turns function leads into owners.Cross-functional influence: gets fixes prioritized outside their own reporting line.Qualifications & ExperienceBachelor's degree; a postgraduate qualification is an advantageTen or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace,e-commerce platformProven turnaround of contact-center service levels, evidenced on first contact resolution, response time, andresolution timeA numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends thenumbers to an executive audience Experience as a transformation leaderProfessional fluency in Arabic and EnglishPreferred 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