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Open nowPosted 32 days ago

Director of Operations

Workable (global search)108,016 open roles

Where
Riyadh, Riyadh Province, Saudi Arabia
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Your applicationOpen nowDirector of OperationsWorkable (global search) · Riyadh, Riyadh Province, Saudi Arabia

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 32 days ago

Workable (global search) median: 7 days open

The posting

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 1,000
  • reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate.
  • Set, defend and re-base targets with Strategy and the CSO, and ensure every 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 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 redesign.
  • Manage capacity, scheduling, quality monitoring, and any outsourced service partners.
  • Reduce cost to serve per booking without trading away resolution quality.

Content Operations

  • Own listing content completeness, photo quality and destination content readiness.
  • Scale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to
  • 11.8%.
  • Set and enforce the host content standard with clear controls and consequences.
  • Quality and unit readiness
  • Own the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation with
  • clear SLA
  • Close the gap between activation and occupancy by working with Commercial and Product on destination
  • readiness.
  • Run the quality assurance framework across both the guest and the host journey.

Leadership and cross-functional

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

Requirements

CORE 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 & EXPERIENCE

  • Bachelor’s degree; a postgraduate qualification is an advantage.
  • Ten or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace,
  • e-commerce platform.
  • Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and
  • resolution time.
  • A numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends the
  • numbers to an executive audience.
  • Experience as a transformation leader
  • Professional fluency in Arabic and English.

Preferred

  • 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
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