Operations Manager

Rimthan; Riyadh; Hybrid; SAR 180,000 - 260,000; Full time

Job summary

Rimthan in Riyadh seeks an experienced Head of Operations to run the outsourced contact centre and telephony operations on a scaling platform. You will lead a small operations team and coordinate with mobility partners and vendors to meet SLA targets.

Responsibilities include managing disruption, escalation, refunds, policy changes, and workforce readiness for seasonal peaks such as Hajj and Umrah, reporting to the Head of Commercial & Operations. Fluent Arabic and English are essential.

Qualifications

• Fluent Arabic and English; written and spoken.
• Proven experience leading teams in high-volume operations.
• Experience managing outsourced contact centres against SLAs.

Responsibilities

• Own contact centre and human support: manage outsourced centre, rostering, headcount ramps, bilingual coverage, SLA adherence.
• Oversee telephony operations: capacity planning, routing, queue settings, uptime with vendor.
• Lead agent training: develop SOPs, ensure alignment with product changes.
• Manage escalation and partner operations: end-to-end framework, handoffs, and routing.
• Coordinate day-to-day ops with mobility partners: ride-hailing, taxi, car rental, incident reviews.
• Implement disruption and compensation processes per playbooks; ensure timely refunds.
• Own policy changes: sign-off before publishing to KB, AI agent, or scripts.
• Lead workforce reporting and capacity planning; prepare for seasonal peaks like Hajj and Umrah.
• Prepare operation performance reports daily on ramp-up, then weekly and monthly.
• Roll out SOPs and training for every change and station interface (lost and found, on-ground issues).

Skills

Arabic/English fluency

People leadership

Outsourced contact centre management

Job description

About the role

The platform is live and scaling fast with new regions joining and existing booking channels moving onto it. Customer care runs in layers an AI agent first then an outsourced human team then mobility partners and technical support. Our customer care team builds the AI agent case system and tooling. You run the people and the service on top of them. You report to the Head of Commercial amp Operations and lead a small operations team plus an outsourced contact centre.

What you will own

Contact centre and human support – The outsourced contact centre relationship end to end, rostering, shifts, headcount ramps, bilingual coverage and performance against SLA.

Telephony operations – capacity, routing, queue settings and uptime escalations with the vendor.

Agent training – quality sampling and SOPs kept in step with every product change.

Escalation and partner operations – The end-to-end escalation framework, acceptance times, handoffs and routing to partners.

Day-to-day operations with mobility partners – ride-hailing, taxi, car rental, escalation lines, partner queues, fulfilment issues and joint incident reviews.

Disruption and compensation – The disruption playbook, including first customer notification within the SLA window; applying refund and compensation rules in operation, including exception routes.

Policy – Single owner of fees, refund windows, cancellation and modification rules and terms as they apply in operation; sign-off on every policy change before it reaches the knowledge base, the AI agent or contact centre scripts.

Workforce reporting and readiness – Capacity planning, volume forecasts, staffing ramps and peak plans, including seasonal peaks such as Hajj and Umrah.

The operation performance report – daily during ramp-up, then weekly and monthly.

SOP and training rollout for every change and the station operations interface, including lost and found and on-ground issues.

How success is measured

Service levels agreed with our partners: cases resolved within SLA, response and resolution times by channel and priority, first-contact resolution, escalation acceptance, customer satisfaction and partner SLA adherence.

Your first 90 days

Days 1 to 30

Learn the operation end to end, take over the daily performance report and close open contact centre items.

Days 31 to 60

Lead readiness for a new region joining the platform, staffing, disruption playbook and lost and found.

Days 61 to 90

Hit SLA targets consistently, put policy under formal change control and set a quarterly capacity plan tied to the booking forecast.

Additional Information

Full-time role based in Riyadh, hybrid. Reports to the Head of Commercial amp Operations. Works closely with customer care, commercial rail operator partners and vendors.

Requirements

• 7+ years in customer operations, contact centre or service delivery, with at least 3 years leading teams
• High-volume consumer operations: you have run a live, real-time service against SLAs at scale
• Proven experience managing an outsourced contact centre or BPO against SLAs
• Hands-on experience running disruption, incident or escalation response across several parties, including refunds and compensation
• Hands-on workforce planning: forecasting, rostering and peak planning
• Comfortable working alongside AI-first customer service (AI agents, case systems, knowledge bases)
• Fluent Arabic and English, written and spoken
• Clear reporting: builds and presents operational performance to senior stakeholders

Preferred

• Experience in ride-hailing, rail, aviation or travel operations in Saudi Arabia
• Experience planning for Hajj and Umrah seasonal demand