Director of Operations

About the Role

Gathern is seeking a Director of Operations to lead Content Operations, Contact Centers, and Quality as a unified unit. This full-time position is based in Riyadh, Saudi Arabia, and requires over 10 years of experience. The Director will be accountable for end-to-end operational KPIs, ensuring performance is a managed and 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 all KPIs are instrumented, defined, and scoreable.
• Manage the monthly Operations performance cycle, presenting results, causes, and actions to the Executive Committee.
• Oversee 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 Contact Center capacity, scheduling, quality monitoring, and outsourced service partners while reducing cost per booking without compromising resolution quality.
• Ensure listing content completeness, photo quality, and destination content readiness.
• Scale proven content interventions across the destination portfolio and enforce host content standards with clear controls.
• Manage the unit onboarding and activation journey, focusing on activation rate, time to activate, and time to first reservation with clear SLAs.
• 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 Product on operational defects requiring product fixes, sorting, 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 Experience and Competencies

Candidates should possess over 10 years of relevant experience and demonstrate the following core behavioral competencies:

• Accountability: Takes ownership of results rather than just activities.
• Operational Rigour: Prioritizes root cause analysis before implementing solutions and measures impact before and after changes.
• People Leadership: Develops function leads into owners of their respective areas.
• Cross-functional Influence: Effectively prioritizes fixes and initiatives outside their direct reporting line.

Work Environment

This is a full-time role based in Riyadh, Riyadh, Saudi Arabia, within a dynamic operational environment focused on continuous improvement and growth.