Manager Guest Care Performance

Riyadh Air; Riyadh; On-site; SAR 350,000 - 700,000; Full time

Job summary

Riyadh Air is seeking a senior leader to drive contact center performance, focusing on guest care, service quality, and revenue outcomes. You will forecast staffing, manage scheduling and real-time adherence, and identify automation opportunities to improve service levels.

Close collaboration with cross-functional teams will shape end-to-end guest experience. The role requires strategic oversight, data-driven decision making, and the ability to lead teams in a fast-paced environment within

Qualifications

• Minimum 7 years in contact center performance management or related operations.
• Expertise in contact center operations, forecasting, scheduling, and analytics.
• Strong judgment, communication, and stakeholder collaboration.

Responsibilities

• Lead day-to-day contact center performance across guest care.
• Forecast, schedule, and optimize real-time adherence.
• Drive automation and self-service to improve service levels.
• Analyze data and reports to reduce revenue leakage.

Skills

Contact center operations

Workforce management

Performance reporting

Quality frameworks

Customer engagement systems

Stakeholder collaboration

Analytical thinking

Leadership

Education

Bachelor's degree in a relevant field

Job description

About the Company

Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.

About the Role

Are you ready to lead contact center performance that elevates guest care, service quality, and commercial results? This role is central to managing day-to-day contact center performance across our guest care operation. It ensures productivity, service delivery, revenue performance, and customer experience remain aligned with key operational targets. Working closely with team leaders and agents, the role focuses on setting clear objectives, coaching performance, and driving consistent delivery across quality, service, and efficiency measures. A core part of the role is optimizing staffing through forecasting, scheduling, real-time adherence, and workflow improvements. You will also identify automation and self-service opportunities that strengthen service levels and resource utilization. The position calls for close collaboration with cross-functional teams to resolve complex guest issues and improve premium guest interactions. This includes using insight from feedback, surveys, and service trends to strengthen the end-to-end guest experience. In addition, you will oversee reporting, analyze operational performance, and turn data into practical recommendations that improve processes, protect guest data, and reduce revenue leakage. This is a high-impact leadership role where your operational insight and customer focus will directly shape service performance and the guest experience we deliver every day.

About You

Degree qualified, you will demonstrate a minimum of 7 years of experience in contact center performance management or a similar customer service operations role. You will bring strong expertise in contact center operations, workforce management, performance reporting, quality frameworks, and customer engagement systems. Success in this role depends on sound judgment, analytical thinking, clear communication, stakeholder collaboration, and the ability to lead teams in a fast-paced environment. This is your opportunity to shape the future of air travel. Bring your best and show us why you can own this position within Riyadh Air.