Director of Operations

Gathern is a Saudi Arabia-based alternative accommodation marketplace connecting guests and hosts through a digital platform. Operating at the intersection of hospitality and technology, the business depends on strong operational execution to deliver a high-quality experience for both sides of the marketplace and to turn performance into a reliable driver of growth. As Director of Operations, you will bring together Content Operations, Contact Centers, and Quality under one accountable operating model. This role is focused on building a disciplined, data-led function that improves customer and host outcomes, strengthens operational consistency, and gives leadership clear visibility into the levers that shape marketplace performance. 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, ensuring every KPI is instrumented, clearly defined, and scoreable. - Run the monthly Operations performance cycle and present results, root causes, and action plans to the Executive Committee. - Own contact-center service levels, including first response time, first contact resolution, average resolution time, and reopened tickets. - Restore and maintain 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 outsourced service partners while reducing cost to serve per booking without compromising resolution quality. - Own listing content completeness, photo quality, and destination content readiness across the portfolio. - Scale proven content interventions across destinations, including initiatives that improve click-through and booking performance. - Set and enforce host content standards with clear controls and consequences. - Own the unit onboarding and activation journey, including activation rate, time to activate, and time to first reservation with clear SLAs. - Close the gap between activation and occupancy by partnering with Commercial and Product on destination readiness. - Run the quality assurance framework across both the guest and host journey. - Lead, develop, and structure the three function teams, building capability and succession across them. - Partner with Product on operational defects that require product fixes, including sorting, visibility, and claims. - Partner with Data & Analytics to close instrumentation gaps and automate departmental reporting. - Transform the team into the center of operational excellence.

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. 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. 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. 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. 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.