Job Description

Are you a results-driven operations leader with a passion for driving performance, profitability, and operational excellence at scale?

We are looking for an experienced Head of Operations to lead large-scale customer experience operations, overseeing multiple programs and a workforce of up to 3,000 employees. This role is ideal for a strategic leader who can balance client management, financial performance, operational efficiency, and people development while delivering exceptional customer outcomes.

Key Responsibilities:

• Lead and optimize end-to-end contact center operations across multiple accounts.
• Drive operational performance through KPI management, root cause analysis, and continuous improvement initiatives.
• Own financial performance including revenue management, budgeting, profitability, invoicing, and cost optimization.
• Build strong client relationships and lead commercial discussions related to operational and financial matters.
• Develop succession plans, strengthen leadership pipelines, and foster a high-performance culture.
• Ensure compliance with industry best practices, COPC standards, quality frameworks, and site governance requirements.
• Lead strategic initiatives that enhance customer experience, operational efficiency, and business growth.

What We're Looking For:

• 8+ years of experience in Contact Center / BPO Operations.
• 4+ years in a senior leadership or people management role.
• Strong financial acumen with experience managing budgets, profitability, and business performance.
• Proven success leading large, diverse teams in fast-paced customer experience environments.
• Excellent stakeholder management, client-facing, and leadership capabilities.
• Bachelor's degree required; MBA is a strong advantage.
• Fluent in both English & Arabic.