Director, Marketplace & Ops - Customer Experience (Dubai)

Zofeur; Dubai; On-site; AED 600,000 - 1,000,000; Full time

Job summary

Zofeur in Dubai, UAE is seeking a Director, Marketplace, Operations & Customer Experience to lead supply, field execution and customer service. Reporting to Founder & CEO, this role blends strategic planning with hands-on leadership to scale across cities and countries.

You will oversee Heads of Supply, Ground Operations and Customer Service, drive performance, reliability and process discipline, and partner across Product, Technology, Growth, Finance and HR to build a scalable operating model.

Qualifications

• 8-12 years of operations experience in a scaled ride-hailing marketplace.
• Direct operating experience within a large, scaled ride-hailing platform is mandatory.
• Proven ownership of city, country, regional or central marketplace operations.

Responsibilities

• Own marketplace health across fulfilment, ETA, cancellations, unserved demand, chauffeur availability, utilisation and customer-impact metrics.
• Build rolling demand and supply forecasts by city, product, day and hour, then translate them into recruitment, activation, retention and deployment plans.
• Create capacity-allocation guardrails for large B2B, port, scheduled and special projects so committed work does not destabilise the core marketplace.
• Establish early-warning thresholds, intervention playbooks and incident-management routines that surface risk before customers feel it.
• Lead and develop the Heads of Supply, Ground Operations and Customer Service, with clear targets, decision rights and accountability for each function.

Skills

Operations leadership

Forecasting & planning

Data fluency

People management

Ride-hailing marketplace

Job description

Zofeur in Dubai, UAE is seeking a Director, Marketplace, Operations & Customer Experience to lead supply, field execution and customer service. Reporting to Founder & CEO, this role blends strategic planning with hands-on leadership to scale across cities and countries.

You will oversee Heads of Supply, Ground Operations and Customer Service, drive performance, reliability and process discipline, and partner across Product, Technology, Growth, Finance and HR to build a scalable operating model.