Head of Operations

JOB SCOPE: The Head of Operations – Cluster 2 holds full executive accountability for the performance, growth, and management of the business across 17 cities. Reporting directly to the Executive Committee, this position oversees all commercial activities, operational delivery, and P&L results through People, Product, and Performance. Key priorities include modernizing operations through technology with IT, meeting all Saudization and legal requirements, and maintaining top safety and customer satisfaction standards (NPS, GRI, HSE). JOB RESPONSIBILITIES: 1. Executive Management & Business Strategy • Reporting: Present performance reports, operational plans, annual budgets, and business risks to the Executive Committee. • Full Business Ownership: Lead business growth and site expansion, local airport stakeholder management relations, and regional strategy across all 17 cities. 2. People & Workforce Management • Operational Leadership: Manage and mentor Zonal Managers, unit leaders, and regional teams. • Saudization & Compliance: Oversee workforce planning to meet national Saudization targets, labor laws, and Ministry requirements in every city. • Talent Development: Implement training plans and career development pathways to build team leadership • Workforce Productivity: Optimize team sizing, labor schedules, and staffing budgets across all locations 3. Product, Quality & Digital Operations • Quality, Hygiene & Safety (HSE): Collaborate with Quality and HSE teams to maintain full compliance with Quality standards, food safety and local municipal standards • Customer Experience: Lead the teams to manage customer review scores to keep Net Promoter Scores (NPS) and Guest Rating Index (GRI) scores high across all units • Process Digitization: Partner with IT closely to automate manual workflows, implement digital checklists, ERP implementation and daily operational reporting 4. Financial Performance & Operations • P&L Management: Hold full responsibility for cluster revenue, operational costs, and budget management. • Operational Efficiency: Use standard efficiency practices to lower waste, reduce unit costs, and improve daily output. • New Site Launches: Direct the setup, hiring, and operational launch of new locations and renovated sites within the cluster. • Ancillary revenue generation: Implement ancillary revenue strategies of upgrades, take away options and f&B sales Key Performance Indicators (KPIs) • Financial & Business: Cluster revenue vs. target, target EBITDA levels, budget accuracy of OPEX • Quality, HSE & Customer Experience: NPS and GRI scores, HSE incident rates, food safety and audit pass rates. • People & Saudization: Saudization percentage per city, staff retention rate, completion rate of safety and operational training. JOB REQUIREMENTS: • Experience: 10+ years of senior operations management experience leading multi-unit operations in hospitality, airport services, commercial F&B, or retail in Saudi Arabia or the GCC • P&L Responsibility: Proven experience managing full business P&L and reporting to executive leadership or a Board. • Multi-City Footprint: Experience managing operations across multiple cities using a zonal management structure. • Saudi Market Knowledge: Strong understanding of Saudi labor laws, Saudization rules, and municipal health and safety requirements. • Tech Adoption: Demonstrated ability to implement digital operational tools alongside IT teams. • Language: Professional written and spoken fluency in English and Arabic About the Company Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. • You don't need to be from this industry; you do need to be passionate. Who we are: We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. Join our family today. Together, we'll make travel better. Show more Show less

1. Executive Management & Business Strategy: Present performance reports, operational plans, annual budgets, and business risks to the Executive Committee. Lead business growth and site expansion, local airport stakeholder management relations, and regional strategy across all 17 cities. 2. People & Workforce Management: Manage and mentor Zonal Managers, unit leaders, and regional teams. Oversee workforce planning to meet national Saudization targets, labor laws, and Ministry requirements in every city. Implement training plans and career development pathways to build team leadership. Optimize team sizing, labor schedules, and staffing budgets across all locations. 3. Product, Quality & Digital Operations: Collaborate with Quality and HSE teams to maintain compliance with Quality standards, food safety and local municipal standards. Lead teams to manage customer review scores to keep NPS and GRI scores high. Partner with IT to automate workflows, implement digital checklists, ERP implementation and daily operational reporting. 4. Financial Performance & Operations: Hold full responsibility for cluster revenue, operational costs, and budget management. Lower waste, reduce unit costs, and improve daily output. Direct the setup, hiring, and operational launch of new locations and renovated sites within the cluster. Implement ancillary revenue strategies of upgrades, take away options and F&B sales.