Ops Lead – AI-First Customer Care & Outsourcing

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

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.