Head of Guest Care Ops — MEA, Global Impact

ENNISMORE; Issy-les-Moulineaux; Hybride; EUR 80 000 - 100 000; Plein temps

Résumé du poste

A hospitality leader seeks a Head of Operations for Guest Care, responsible for end-to-end performance and quality delivery in Issy-les-Moulineaux. This role ensures operational excellence and guest-centric culture while managing vendor relationships across the Middle East, Africa, and Turkey. The ideal candidate will have senior leadership experience in Contact Center or Customer Operations, balancing cost efficiency and high-quality service delivery while being fluent in Arabic and English. Attractive benefits and flexible work options are part of the package.

Prestations

Remote work options

Flexible work environment

Meal vouchers

Health insurance coverage

Sustainable Mobility Package

Qualifications

• Senior leadership experience in Contact Center / Customer Operations, in a multi-country or global environment.
• Strong track record in quality management and guest experience ownership at scale.
• Deep experience in vendor management, outsourcing models.

Responsabilités

• Own end-to-end Guest Care operations for all in-scope markets.
• Be accountable for quality and guest experience outcomes.
• Hold full P&L responsibility for the in-scope perimeter.
• Define and steer vendor strategy.
• Enable and support business growth through scalable operating models.

Connaissances

Leadership in Customer Operations

Quality management

Vendor management

Analytical and decision-making skills

Stakeholder management

Fluent in Arabic and English

Description du poste

A hospitality leader seeks a Head of Operations for Guest Care, responsible for end-to-end performance and quality delivery in Issy-les-Moulineaux. This role ensures operational excellence and guest-centric culture while managing vendor relationships across the Middle East, Africa, and Turkey. The ideal candidate will have senior leadership experience in Contact Center or Customer Operations, balancing cost efficiency and high-quality service delivery while being fluent in Arabic and English. Attractive benefits and flexible work options are part of the package.