Director, Marketplace, Operations & Customer Experience

Location and Reporting

• Dubai, UAE; the role is office-based.
• The position reports to the Founder and CEO.
• The function covers Marketplace, Operations, and Customer Experience.

About Zofeur

Position Overview

Marketplace Performance

• Own fulfillment, ETA, cancellations, unserved demand, chauffeur availability, utilization, and customer-impact metrics.
• Forecast demand and supply by city, product, day, and hour and convert forecasts into supply and deployment plans.
• Create capacity guardrails, early-warning thresholds, intervention playbooks, and incident-management routines.

Supply and Customer Operations

• Lead functional heads with clear targets, decision rights, and accountability.
• Coordinate chauffeur acquisition, onboarding, activation, retention, productivity, and day-of field execution.
• Own customer service coverage, response and resolution times, backlog, escalations, repeat contacts, and satisfaction.
• Use customer complaints and support signals to improve marketplace, product, policy, and operations.

Operating System and Expansion

• Run daily control rhythms, weekly business reviews, and monthly operating reviews based on trusted definitions and measurable outcomes.
• Partner across Product, Technology, Growth, Finance, and HR to address root causes and improve problem solving.
• Create city-launch and market-readiness playbooks and support Saudi expansion while maintaining group standards.

Candidate Profile

• 8-12 years of operations experience with substantial direct responsibility in a scaled ride-hailing marketplace.
• Direct operating experience within a large, scaled ride-hailing platform is mandatory.
• Experience owning city, country, regional, or central marketplace operations.
• Experience managing managers and developing functional leaders.
• Strong marketplace knowledge across forecasting, supply, incentives, service levels, dispatch, ETA, and utilization.
• High data fluency and experience launching or materially scaling an operating model or marketplace program.
• UAE or MENA experience is preferred.