Director of Operations

Gathern | جاذر إن; Riyadh; On-site; SAR 900,000 - 1,500,000; Full time

Job summary

Gathern | جاذر إن in Riyadh is seeking a Head of Content Operations & Customer Experience to run Content Operations, Contact Centers, and Quality as one accountable unit. Lead KPI trees, drive end-to-end performance, and partner with Strategy and CSO to forecast growth.

You will own service levels, activation of listings, and cross-functional initiatives with Product and Data & Analytics, building a center of operational excellence in a fast-growing digital marketplace.

Qualifications

• Bachelor's degree; a postgraduate qualification is an advantage.
• Ten or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace, e-commerce platform.
• Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and resolution time.
• A numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends the numbers to an executive audience.
• Experience as a transformation leader.
• Professional fluency in Arabic and English.

Responsibilities

• Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000 reservations, guest rating, and related metrics.
• Own service levels: first response time, first contact resolution, average resolution time, and reopened tickets; maintain FCR ≥ 80%.
• Manage capacity, scheduling, quality monitoring, and outsourced partners while controlling cost to serve.
• Own listing content completeness, photo quality, and destination content readiness; scale content interventions across destinations.
• Lead, develop and structure the three function teams; partner with Product and Data & Analytics to close instrumentation gaps and drive improvement.

Skills

People leadership

Cross-functional

Analytical thinking

Operational discipline

Education

Bachelor's degree

Postgraduate qualification

Job description

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:

• Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000
• reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate
• Set, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, and
• scoreable
• Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee

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:

• Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000
• reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate
• Set, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, and
• scoreable
• Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee

Contact Centers

• 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,
• Agent enablement and process redesign
• Manage capacity, scheduling, quality monitoring, and any outsourced service partners
• Reduce cost to serve per booking without trading away resolution quality

Content Operations

• Own listing content completeness, photo quality and destination content readiness
• Scale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to
• 11.8%
• Set and enforce the host content standard with clear controls and consequences
• Quality and unit readiness
• Own the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation with
• clear SLA
• Close the gap between activation and occupancy by working with Commercial and Product on destination
• readiness
• Run the quality assurance framework across both the guest and the host journey

Leadership and cross-functional

• Lead, develop and structure the three function teams, and build capability and succession within them
• Partner with Product on operational defects that require a product fix, sorting and visibility, and claims
• Partner with Data & Analytics to close instrumentation gaps and automate departmental reporting
• 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

• Bachelor's degree; a postgraduate qualification is an advantage
• Ten or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace,
• e-commerce platform
• Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and
• resolution time
• A numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends the
• numbers to an executive audience
• Experience as a transformation leader
• Professional fluency in Arabic and English

Preferred

• KSA or GCC market experience in a digital platform
• Exposure to Lean, Six Sigma, DMAIC, or an equivalent process-improvement discipline
• Experience introducing automation or AI-assisted tooling into a contact center