Director of Operations📣 إعلان

About the Role

GatherIn is seeking a Director of Operations to manage Content Operations, Contact Centers, and Quality as a unified unit. This full-time position is based in Riyadh, Riyadh Province, and involves owning the end-to-end operational KPI set, including customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation. The goal is to ensure operational performance is a managed, forecastable input to growth.

Key Responsibilities

• Own the operational KPI tree and deliver monthly and annual targets for CSAT, complaints per 1,000 reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate.
• Set, defend, and re-base targets with Strategy and the CSO, ensuring every KPI is instrumented, defined, and scoreable.
• Run the monthly Operations performance cycle and present results, causes, and actions to the Executive Committee.
• Manage Contact Center service levels, including first response time, first contact resolution, average resolution time, and reopened tickets.
• Restore and maintain first contact resolution at or above 80% through root-cause analysis, Agent enablement, and process redesign.
• Manage capacity, scheduling, quality monitoring, and outsourced service partners for Contact Centers.
• Reduce cost to serve per booking without compromising resolution quality.
• Oversee listing content completeness, photo quality, and destination content readiness.
• Scale proven content interventions across the destination portfolio.
• Set and enforce host content standards with clear controls and consequences.
• Manage the unit onboarding and activation journey, focusing on activation rate, time to activate, and time to first reservation with clear SLA.
• Collaborate with Commercial and Product teams to close the gap between activation and occupancy by ensuring destination readiness.
• Implement and manage the quality assurance framework across both guest and host journeys.
• Lead, develop, and structure the three functional teams, building capability and succession within them.
• Partner with the Product team on operational defects requiring product fixes, sorting and visibility, and claims.
• Collaborate with Data & Analytics to address instrumentation gaps and automate departmental reporting.
• Transform the team into a center of operational excellence.

Required Qualifications and Experience

• Bachelor’s degree; a postgraduate qualification is an advantage.
• Ten or more years of experience in operations, including five or more years leading multi-function or multi-site teams within a marketplace or e-commerce platform.
• Proven track record in improving contact-center service levels, demonstrated by enhancements in first contact resolution, response time, and resolution time.
• Experience as a numerate operator who manages a KPI tree, sets targets, runs a monthly performance cycle, and presents performance data to executive audiences.
• Experience as a transformation leader.

Core Behavioral Competencies

• Accountability: Takes ownership of results rather than just activities.
• Operational Rigour: Prioritizes root cause analysis before implementing remedies and measures outcomes both before and after interventions.
• People Leadership: Develops function leads into effective owners of their respective areas.
• Cross-functional Influence: Capable of ensuring fixes are prioritized outside of their direct reporting line.

Preferred Qualifications

• KSA or GCC market experience within a digital platform.
• Exposure to Lean, Six Sigma, DMAIC, or an equivalent process-improvement discipline.
• Experience introducing automation or AI-assisted tooling into a contact center environment.