Director of Operations & Customer Experience

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

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.