Director of Operations

About the role

Gathern is a Saudi Arabia-based alternative accommodation marketplace connecting guests and hosts through a digital platform. As Director of Operations, you will bring together Content Operations, Contact Centers and Quality under one accountable operating model, building a disciplined, data-led function that improves customer and host outcomes and strengthens operational consistency.

Key responsibilities

• Own the operational KPI tree and deliver monthly and annual targets for customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings and unit activation.
• Set, defend and re-base targets with Strategy and the CSO, run the monthly performance cycle and present results, root causes and action plans to the Executive Committee.
• Own contact-center service levels (first response time, first contact resolution, average resolution time, reopened tickets) and restore 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 while reducing cost to serve per booking.
• Own listing content completeness, photo quality and destination content readiness, scale content interventions and set host content standards.
• Own the unit onboarding and activation journey, partner with Commercial and Product on destination readiness, and run the quality assurance framework across guest and host journeys.
• Lead, develop and structure the three function teams, build capability and succession, and partner with Product and Data & Analytics on defects, instrumentation gaps and automated reporting.

Required profile

• Bachelor's degree; a postgraduate qualification is an advantage.
• 10+ years in operations, including 5+ leading multi-function or multi-site teams in a marketplace or e-commerce platform.
• Proven turnaround of contact-center service levels, with numerate ownership of KPIs and targets.
• Professional fluency in Arabic and English.
• KSA or GCC market experience in a digital platform.
• Experience with hosts, guests and outsourced contact-center partners, and building automation and AI-assisted tools in a contact center.

Required skills

• Working knowledge of an operating approach such as weekly operating reviews, KPI trees, SLA management, root-cause routines, or Lean, Six Sigma, DMAIC.
• Preferred: experience as a transformation leader.