Director, Marketplace Operations & Customer Experience

Zofeur; Dubai; On-site; AED 900,000 - 1,500,000; Full time

Job summary

Zofeur is seeking a Director of Marketplace, Operations & Customer Experience to lead supply, field execution and customer support across the UAE and new markets. Reporting to the Founder & CEO, you will shape marketplace performance, drive service reliability and scale operating models across cities and countries.

You will manage Heads of Supply, Ground Operations and Customer Service, aligning forward plans with day-of execution and driving continuous improvements through data and root-cause

Qualifications

• 8-12 years of operations experience in a scaled ride-hailing marketplace.
• Direct operating experience within a large ride-hailing platform is mandatory.
• Proven ownership of city/country marketplace operations, not just a support function.
• Experience managing managers and developing functional leaders.

Responsibilities

• Own marketplace health across fulfilment metrics and customer impact.
• Lead Heads of Supply, Ground Operations and Customer Service with clear targets and accountability.
• Develop a coherent supply plan linking acquisition, activation and retention.
• Build city and country expansion playbooks and ensure governance for launches.
• Partner with Product, Technology, Growth, Finance and HR to fix root causes rather than symptoms.

Skills

Operations leadership

Market dynamics

Forecasting

People leadership

Job description

Zofeur is seeking a Director of Marketplace, Operations & Customer Experience to lead supply, field execution and customer support across the UAE and new markets. Reporting to the Founder & CEO, you will shape marketplace performance, drive service reliability and scale operating models across cities and countries.

You will manage Heads of Supply, Ground Operations and Customer Service, aligning forward plans with day-of execution and driving continuous improvements through data and root-cause