Director, Direct Hajj Business Center - Governmental Services | Saudi Arabia

Role Overview

Key Accountabilities

• Lead the strategy, operating model, and overall performance of the Direct Hajj Business Center.
• Develop and execute integrated Hajj plans covering operations, services, resources, timelines, and seasonal readiness.
• Oversee the end-to-end pilgrim journey and coordinate all operational touchpoints.
• Lead cross-functional teams, programs, and strategic initiatives for timely and effective execution.
• Manage relationships with government entities, participating countries, regulators, partners, and service providers.
• Oversee service-provider performance, contractual commitments, SLAs, and service quality.
• Lead operational risk, crisis management, and business continuity planning during peak Hajj periods.
• Monitor budgets, resources, KPIs, and operational performance, and implement corrective actions when required.
• Drive digital transformation, systems integration, and data-driven decision-making across the Center.
• Lead continuous improvement initiatives to enhance operational efficiency, stakeholder alignment, and the pilgrim experience.

Knowledge, Skills, and Experience

• 20+ years of progressive professional experience in complex, multidisciplinary operational environments.
• Significant senior leadership experience managing large teams, departments, programs, and strategic or operational initiatives.
• Deep, demonstrable experience within the Hajj and Umrah ecosystem.
• Strong practical knowledge of the Direct Hajj model.
• Experience working with participating countries, government entities, regulators, service providers, and other Hajj stakeholders.
• Strong exposure to Hajj-season operations, including the Holy Sites and peak operational periods.
• Demonstrated experience in strategy execution, operational planning, and program and project management.
• Experience managing complex service-delivery ecosystems and multiple third-party providers.
• Experience in operational risk, crisis management, business continuity, and high-pressure decision-making.
• Experience managing budgets, resources, operational performance, and KPIs.
• Experience leading digital-transformation or systems-integration initiatives.
• Experience in international and multicultural operating environments is highly preferred.