Director of Operations & KPI Excellence

Gathern; Riyadh; On-site; SAR 500,000 - 800,000; Full time

Job summary

Gathern in Riyadh is seeking a senior Operations leader to run Content Operations, Contact Centers, and Quality as a unified unit, accountable for customer satisfaction and key performance indicators across reservations and listings.

The role requires ten plus years in operations, cross-functional leadership, and a track record of transforming service levels; fluent in Arabic and English, with experience in marketplace/digital platforms in the GCC.

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 targets for CSAT, complaints per 1,000 reservations, guest rating, and occupancy of listings.
• Lead Contact Centers: manage service levels, first response time, first contact resolution, average resolution time, and cost per booking.
• Oversee Content Operations: ensure listing content completeness, photo quality, and destination content readiness; scale interventions.
• Provide leadership across three functions, partner with Product on defects, and collaborate with Data/Analytics to close instrumentation gaps.

Skills

Operations leadership

KPI management

Cross-functional leadership

Transformation leadership

Bilingual English/Arabic

Education

Bachelor’s degree

Postgraduate qualification advantage

Job description

Gathern in Riyadh is seeking a senior Operations leader to run Content Operations, Contact Centers, and Quality as a unified unit, accountable for customer satisfaction and key performance indicators across reservations and listings.

The role requires ten plus years in operations, cross-functional leadership, and a track record of transforming service levels; fluent in Arabic and English, with experience in marketplace/digital platforms in the GCC.