Head of Operations

About the Role

Plaza Premium Group is seeking a Head of Operations for Cluster 2, a full-time position based in Riyadh, Saudi Arabia. This role holds executive accountability for the performance, growth, and management of business operations across 17 cities. The Head of Operations reports directly to the Executive Committee and oversees commercial activities, operational delivery, and P&L results through a focus on People, Product, and Performance.

Key Responsibilities

• Executive Management & Business Strategy: Present performance reports, operational plans, annual budgets, and business risks to the Executive Committee. Lead business growth, site expansion, local airport stakeholder relations, and regional strategy across all 17 cities.
• People & Workforce Management: Manage and mentor Zonal Managers, unit leaders, and regional teams. Oversee workforce planning to meet national Saudization targets, labor laws, and Ministry requirements. Implement training plans and career development pathways, and optimize team sizing, labor schedules, and staffing budgets.
• Product, Quality & Digital Operations: Collaborate with Quality and HSE teams to maintain compliance with quality standards, food safety, and local municipal standards. Lead teams to manage customer review scores for high Net Promoter Scores (NPS) and Guest Rating Index (GRI). Partner with IT to automate workflows, implement digital checklists, ERP, and daily operational reporting.
• Financial Performance & Operations: Hold full responsibility for cluster revenue, operational costs, and budget management. Implement efficiency practices to lower waste, reduce unit costs, and improve daily output. Direct the setup, hiring, and operational launch of new and renovated sites. Implement ancillary revenue strategies including upgrades, take-away options, and F&B sales.

Key Performance Indicators

• Financial & Business: Cluster revenue vs. target, target EBITDA levels, budget accuracy of OPEX.
• Quality, HSE & Customer Experience: NPS and GRI scores, HSE incident rates, food safety, and audit pass rates.
• People & Saudization: Saudization percentage per city, staff retention rate, completion rate of safety and operational training.

Qualifications and Experience

• A minimum of 10 years of relevant experience is required.
• Demonstrated ability to modernize operations through technology.
• Experience in meeting Saudization and legal requirements.
• Proven track record in maintaining high safety and customer satisfaction standards.

About Plaza Premium Group

Plaza Premium Group, established in Hong Kong in 1998, is a global company focused on "Making Travel Better." The company operates across four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and airport dining concepts. Plaza Premium Group aims to provide accessible and quality airport experiences for travelers worldwide.