Director of Content Operations and Contact Centers

About the Job
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.

• Run the monthly Operations performance cycle and present results, causes, and actions to the Executive Committee.

• Contact Centers: Own the service levels including first response time, first contact resolution, average resolution time, and reopened tickets.

• 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.

• Set and enforce the host content standard with clear controls and consequences.

• 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 Data & Analytics to close instrumentation gaps and automate departmental reporting.

Requirements

• 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 or e-commerce platform.
• Proven turnaround of contact-center service levels, evidenced on first contact resolution, response time, and resolution time.
• 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.