Chief Operating Officer (COO) – Hajj & Umrah Services

Chief Operating Officer (COO) – Hajj Services We are seeking an experienced Chief Operating Officer to lead the establishment, development, and execution of the company’s Hajj and Umrah operations. The role requires a senior executive with extensive knowledge of the Saudi Hajj and Umrah ecosystem and proven experience in managing B2B partnerships and delivering direct B2C services to pilgrims. Key Responsibilities * Develop and execute the company’s operating strategy for Hajj and Umrah services. * Establish the operating structure, policies, procedures, and service standards. * Lead Hajj and Umrah operations across Makkah, Madinah, and the Holy Sites. * Oversee accommodation, transportation, pilgrim movement, catering, field operations, safety, and emergency response. * Develop seasonal workforce plans and ensure operational readiness. * Establish a central operations control room and performance-reporting system. * Ensure compliance with applicable regulations, licensing requirements, safety standards, and agreed service levels. Hajj services Responsibilities * Manage relationships with Hajj missions, licensed Hajj and Umrah companies, travel agencies, tour operators, and institutional partners. * Support the preparation of operating proposals, Hajj and Umrah service packages, pricing, and contractual commitments. * Convert signed contracts into detailed operating plans, service-level agreements, and delivery schedules. * Monitor the performance of hotels, transportation companies, catering providers, and other suppliers. * Ensure that all Hajj and Umrah contractual commitments are delivered according to the agreed quality, capacity, and cost. * Develop an integrated pilgrim journey from booking and arrival through departure. * Design Hajj and Umrah packages for different customer segments and service levels. * Oversee digital booking, customer service, complaint handling, and service recovery. * Measure pilgrim satisfaction and improve the experience based on data and customer feedback. * Ensure consistent service quality across all stages of the Hajj and Umrah journey. Qualifications and Experience * Bachelor’s degree in Business Administration, Hospitality, Operations Management, Tourism, or a related field. * A master’s degree or relevant executive qualification is preferred. * Minimum of 10 years of direct experience in the Hajj and Umrah sector. * Strong operational experience in both Makkah and Madinah. * Proven leadership experience in managing Hajj and Umrah operations and other large-scale seasonal operations. * Experience managing accommodation, transportation, catering, and field services. * Strong understanding of B2B contract delivery and B2C customer experience. * Proven ability to establish operational teams and systems from the ground up. * Strong negotiation, leadership, and crisis-management skills. * Fluency in Arabic and English. The Ideal Candidate We are looking for a hands-on executive who can build the operating model, lead field teams, manage complex partnerships, and deliver a reliable, high-quality experience for Hajj and Umrah pilgrims. Reports To: Chief Executive Officer (CEO) The Chief Operating Officer will report directly to the Chief Executive Officer and will be responsible for translating the company’s Hajj and Umrah strategy into effective operational plans and execution. Show more Show less