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:
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Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000
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reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate.
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Set, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, and
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scoreable.
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Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee.
Contact Centers
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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,
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Agent enablement and process redesign.
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Manage capacity, scheduling, quality monitoring, and any outsourced service partners.
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Reduce cost to serve per booking without trading away resolution quality.
Content Operations
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Own listing content completeness, photo quality and destination content readiness.
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Scale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to
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11.8%.
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Set and enforce the host content standard with clear controls and consequences.
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Quality and unit readiness
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Own the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation with
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clear SLA
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Close the gap between activation and occupancy by working with Commercial and Product on destination
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readiness.
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Run the quality assurance framework across both the guest and the host journey.
Leadership and cross-functional
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Lead, develop and structure the three function teams, and build capability and succession within them.
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Partner with Product on operational defects that require a product fix, sorting and visibility, and claims.
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Partner with Data & Analytics to close instrumentation gaps and automate departmental reporting.
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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
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Bachelor’s degree; a postgraduate qualification is an advantage.
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Ten or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace,
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e-commerce platform.
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Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and
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resolution time.
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A numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends the
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numbers to an executive audience.
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Experience as a transformation leader
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Professional fluency in Arabic and English.
Nice to have
Preferred
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KSA or GCC market experience in a digital platform.
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Exposure to Lean, Six Sigma, DMAIC, or an equivalent process-improvement discipline.
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Experience introducing automation or AI-assisted tooling into a contact center