# Director of Operations

> Gathern · Riyadh, Saudi Arabia · Full-time · Posted 2026-09-02

**Workplace:** on_site

**Department:** Operations

## Description

**JOB PURPOSE:  
**Run Content Operations, Contact Centers, and Quality as one accountable unit and own the operational KPI set end-to-end — customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation — so that operational performance becomes a managed, forecastable input to growth rather than a monthly report of outcomes**.**

**KEY ACCOUNTABILITIES:**

**Performance ownership**:

-   Own the operational KPI tree and deliver the 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, and ensure every KPI is instrumented, defined, and
-   scoreable.
-   Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee.

**Contact Centers**

-   Own the service levels: first response time, first contact resolution, average resolution time and reopened tickets. Restore and hold first contact resolution at or above 80% through root-cause analysis of repeat-contact drivers,
-   Agent enablement and process redesign.
-   Manage capacity, scheduling, quality monitoring, and any outsourced service partners.
-   Reduce cost to serve per booking without trading away resolution quality.

**Content Operations**

-   Own listing content completeness, photo quality and destination content readiness.
-   Scale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to
-   11.8%.
-   Set and enforce the host content standard with clear controls and consequences.
-   Quality and unit readiness
-   Own the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation with
-   clear SLA
-   Close the gap between activation and occupancy by working with Commercial and Product on destination
-   readiness.
-   Run the quality assurance framework across both the guest and the host journey.

**Leadership and cross-functional**

-   Lead, develop and structure the three function teams, and build capability and succession within them.
-   Partner with Product on operational defects that require a product fix, sorting and visibility, and claims.
-   Partner with Data & Analytics to close instrumentation gaps and automate departmental reporting.
-   Transform the team to be the center of operational excellence

## Requirements

**CORE BEHAVIORAL COMPETENCIES:**

Accountability: owns the number, not the activity.

Operational rigour: root cause before remedy, measures before and after.

People leadership: turns function leads into owners.

Cross-functional influence: gets fixes prioritized outside their own reporting line.

 **QUALIFICATIONS & EXPERIENCE**

-   Bachelor’s degree; a postgraduate qualification is an advantage.
-   Ten or more years in operations, including five or more leading multi-function or multi-site teams in a marketplace,
-   e-commerce platform.
-   Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and
-   resolution time.
-   A numerate operator who owns a KPI tree, sets targets, runs a monthly performance cycle and defends the
-   numbers to an executive audience.
-    Experience as a transformation leader
-   Professional fluency in Arabic and English.

Preferred

-    KSA or GCC market experience in 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

## Apply

[Apply at Gathern](https://apply.workable.com/gathern/j/7B0459CA4D/apply)

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