Head of Operations

About the Role
The Head of Operations will own the end-to-end operational performance of the company across KSA and UAE — from getting cars live on the platform, to fast booking acceptance, to on-time handover, to fleet maintenance and collections. Based in Riyadh and leading distributed teams across both markets, this role is accountable for the core operational KPIs that determine speed, reliability, and cash health: OTIF handover, acceptance rate and duration, SMA scheduling and quality, fleet upload, and collections (including force collection). The ideal candidate is a hands-on operator and builder — someone who thrives on dashboards and SLAs, can drive a team to consistent execution, and turns operational data into measurable improvements across cost, speed, and customer satisfaction.

What You’ll Do
Handover & Fulfilment (OTIF)

• Own OTIF (On-Time, In-Full handover) — ensure cars are delivered to customers on the committed date and time, fully prepared and ready to drive.
• Drive acceptance rate up and acceptance duration down — ensure eligible bookings are accepted quickly and reliably across both markets.
• Own car upload and live-inventory readiness — maximise the volume and speed of vehicles made live and bookable on the platform.
• Eliminate handover delays through clear SLAs, root-cause analysis, and tight coordination between supply, logistics, and field teams.

Fleet Service & Maintenance (SMA)

• Own SMA scheduling — ensure Scheduled Maintenance Appointments are planned with full coverage, high adherence, and minimal vehicle downtime.
• Drive SMA rating and service quality — protect the customer experience through every maintenance and service touchpoint.
• Manage vehicle readiness, turnaround time, claims, and the redeployment of returned cars back into live inventory.

Collections & Recovery

• Own collection performance — ensure subscription dues are collected on time across the active fleet in both markets.
• Lead force collection and recovery — manage enforced collection and overdue-account recovery while protecting the customer relationship and brand.
• Reduce overdue and aging balances through clear processes, escalation paths, and cross-functional alignment with Finance and CX.

Operational Excellence & Reporting

• Own daily operational dashboards and the full KPI set (OTIF, acceptance, upload, SMA, collections) with clear targets per market.
• Standardise processes and SLAs across KSA and UAE while respecting local market differences.
• Identify bottlenecks and lead continuous-improvement initiatives that reduce cost and cycle time.

Cross-Functional Collaboration

• Partner with Supply & Partnerships to align on committed cars, upload pipelines, and supplier performance.
• Work with Finance on collections, recovery, forecasting, and operational cost control per market.
• Collaborate with Product, Engineering, and Data to automate manual workflows and improve operational visibility.
• Align closely with CX to ensure handover, maintenance, and collections protect NPS and retention.

People & Leadership

• Build, lead, and mentor high-performing operations teams across KSA and UAE with strong ownership and accountability.
• Set clear targets, run performance management, and develop bench strength and succession within the function.
• Foster a data-driven, execution-focused, and customer-obsessed operating culture.

Requirements
What You Bring

• 8+ years in operations, fleet, logistics, last-mile, mobility, or marketplace operations, with at least 4 years in a leadership role.
• Proven track record owning hard operational KPIs (on-time delivery/handover, SLA adherence, utilisation, collections) at scale.
• Experience leading distributed or multi-market teams; managing operations across KSA and UAE is a strong advantage.
• Strong analytical and dashboard-driven mindset — comfortable with operational data, SQL/BI tools, and metric reconciliation.
• Experience in car rental, leasing, mobility, fintech collections, or fast-scaling startups is highly preferred.
• Excellent stakeholder management across Supply, Finance, Product, and CX.
• Fluent English and Arabic. Based in or willing to relocate to Riyadh.

Benefits
Why You’ll Love Working with Us
The Head of Operations role goes beyond managing day-to-day execution—it’s about building scalable, efficient systems that enable the business to grow with consistency and speed. You’ll have the freedom to optimize processes, drive innovation, and turn ideas into measurable operational impact.

Here’s what we offer:

• Competitive Salary
• Employee Stock Options (because we want you to share in our success)
• Flexibility: Work from home or abroad
• Discounts on the company’s car subscription
• Team Engagement Days filled with collaboration and fun

Ready to Drive Change?
If you’re someone who thrives on challenges, enjoys working in a dynamic environment, and wants to make an impact, we’d love to meet you.
👉 Apply now and let’s build the smartest way to move—together!