Head of Operations & Customer Excellence

Gathern; Saudi Arabia; On-site; SAR 350,000 - 550,000; Full time

Job summary

Gathern in Saudi Arabia seeks an experienced Operations Leader to run Content Operations, Contact Centers, and Quality as a single accountable unit. You will own the KPI tree, drive improvements, and partner with Strategy, Product, and Data to deliver predictable growth outcomes.

You will lead three function teams, set targets, defend numbers to executives, and ensure service levels and content readiness align with business goals. Fluency in Arabic and English is essential.

Qualifications

• Bachelor’s degree required; postgraduate qualification an advantage.
• Ten+ years in operations, with 5+ years leading multi-function or multi-site teams in a marketplace/e-commerce platform.
• Proven turnaround of contact-center service levels with metrics like first contact resolution, response time, and resolution time.

Responsibilities

• Own the operational KPI tree and deliver monthly/annual targets for CSAT, complaints per 1,000 reservations, guest rating, and occupancy of active listings.
• Lead the monthly Operations performance cycle and present results, causes and actions to the Executive Committee.
• Own service levels for Contact Centers: first response time, first contact resolution, average resolution time, and reopened tickets.
• Build and lead three function teams; drive cross-functional collaboration and instrumented reporting with Data & Analytics.

Skills

Operations leadership

KPI management

Cross-functional leadership

Arabic & English fluency

Education

Bachelor’s degree

Tools

Lean Six Sigma

Job description

Gathern in Saudi Arabia seeks an experienced Operations Leader to run Content Operations, Contact Centers, and Quality as a single accountable unit. You will own the KPI tree, drive improvements, and partner with Strategy, Product, and Data to deliver predictable growth outcomes.

You will lead three function teams, set targets, defend numbers to executives, and ensure service levels and content readiness align with business goals. Fluency in Arabic and English is essential.