Chief Operating Officer (COO) Hajj & Umrah Services

About the Role

Maden Hotels is seeking a Chief Operating Officer (COO) for Hajj & Umrah Services to lead the establishment, development, and execution of the company’s Hajj and Umrah operations. This full-time role is based in Saudi Arabia, specifically covering operations in Makkah and Medina. The COO will report directly to the Chief Executive Officer (CEO) and will be responsible for translating the company’s Hajj and Umrah strategy into effective operational plans and execution.

Key Responsibilities

• Develop and execute the company’s operating strategy for Hajj and Umrah services.
• Establish the operating structure, policies, procedures, and service standards.
• Lead Hajj and Umrah operations across Makkah, Madinah, and the Holy Sites.
• Oversee accommodation, transportation, pilgrim movement, catering, field operations, safety, and emergency response.
• Develop seasonal workforce plans and ensure operational readiness.
• Establish a central operations control room and performance-reporting system.
• Ensure compliance with applicable regulations, licensing requirements, safety standards, and agreed service levels.

Hajj and Umrah Services Management

• Manage relationships with Hajj missions, licensed Hajj and Umrah companies, travel agencies, tour operators, and institutional partners.
• Support the preparation of operating proposals, Hajj and Umrah service packages, pricing, and contractual commitments.
• Convert signed contracts into detailed operating plans, service-level agreements, and delivery schedules.
• Monitor the performance of hotels, transportation companies, catering providers, and other suppliers.
• Ensure that all Hajj and Umrah contractual commitments are delivered according to the agreed quality, capacity, and cost.
• Develop an integrated pilgrim journey from booking and arrival through departure.
• Design Hajj and Umrah packages for different customer segments and service levels.
• Oversee digital booking, customer service, complaint handling, and service recovery.
• Measure pilgrim satisfaction and improve the experience based on data and customer feedback.
• Ensure consistent service quality across all stages of the Hajj and Umrah journey.

Candidate Profile

The ideal candidate will be a hands-on executive capable of building operating models, leading field teams, and managing complex partnerships. This role requires a senior executive with extensive knowledge of the Saudi Hajj and Umrah ecosystem and proven experience in managing B2B partnerships and delivering direct B2C services to pilgrims.

Qualifications and Experience

• Over 10 years of relevant experience.
• Extensive knowledge of the Saudi Hajj and Umrah ecosystem.
• Proven experience in managing B2B partnerships.
• Demonstrated experience in delivering direct B2C services to pilgrims.

Reporting Structure

The Chief Operating Officer will report directly to the Chief Executive Officer (CEO).