COO, Hajj & Umrah Operations Excellence

فنادق مادن Maden Hotels; Saudi Arabia; On-site; SAR 900,000 - 1,500,000; Full time

Job summary

Maden Hotels in Saudi Arabia seeks an experienced Chief Operating Officer to lead the establishment, development, and execution of Hajj and Umrah operations. The role requires a senior executive with deep knowledge of the Saudi Hajj and Umrah ecosystem and proven ability to manage B2B partnerships and deliver direct B2C services to pilgrims.

Reports to CEO. The ideal candidate will build operating models, oversee field teams across Makkah and Madinah, coordinate with hotels, transport, and

Qualifications

• Bachelor’s degree in Business Administration, Hospitality, Operations Management, Tourism, or related field.
• Master’s degree or executive qualification preferred.
• Minimum of 10 years direct experience in Hajj and Umrah sector.
• Strong operational experience in Makkah and Madinah.
• Proven leadership in managing Hajj and Umrah operations and large-scale seasonal operations.
• Experience managing accommodation, transportation, catering, and field services.
• Strong understanding of B2B contract delivery and B2C customer experience.
• Proven ability to establish operational teams and systems from the ground up.
• Strong negotiation, leadership, and crisis-management skills.
• Fluency in Arabic and English.

Responsibilities

• Develop and execute the operating strategy for Hajj and Umrah services.
• Establish operating structure, policies, procedures, and service standards.
• Lead Hajj and Umrah operations across Makkah, Madinah, and the Holy Sites.
• Oversee accommodation, transportation, pilgrim movement, catering, field operations, safety, and emergency response.
• Develop seasonal workforce plans and ensure operational readiness.
• Establish a central operations control room and performance-reporting system.
• Ensure compliance with regulations, licensing, safety standards, and service levels.
• Manage relationships with Hajj missions, licensed Hajj and Umrah companies, travel agencies, tour operators, and institutional partners.
• Support preparation of operating proposals, service packages, pricing, and contractual commitments.
• Convert signed contracts into detailed operating plans, SLAs, and delivery schedules.
• Monitor performance of hotels, transport, catering providers, and other suppliers.
• Ensure contractual commitments are delivered with quality, capacity, and cost.
• Develop integrated pilgrim journey from booking to departure.
• Design Hajj and Umrah packages for different customer segments and service levels.
• Oversee digital booking, customer service, complaint handling, and service recovery.
• Measure pilgrim satisfaction and improve experience based on data and feedback.
• Ensure consistent service quality across all stages of the journey.

Skills

Leadership

Hajj/Umrah ops

Strategic planning

Stakeholder management

Arabic-English fluency

Education

Bachelor's degree

Master's degree preferred

Job description

Maden Hotels in Saudi Arabia seeks an experienced Chief Operating Officer to lead the establishment, development, and execution of Hajj and Umrah operations. The role requires a senior executive with deep knowledge of the Saudi Hajj and Umrah ecosystem and proven ability to manage B2B partnerships and deliver direct B2C services to pilgrims.

Reports to CEO. The ideal candidate will build operating models, oversee field teams across Makkah and Madinah, coordinate with hotels, transport, and