Head of Operations

Job Purpose

Operations Leadership

• Own the overall operational performance of Citylink Shuttle.
• Lead daily operations, including dispatch, service delivery, customer support coordination, and operational execution.
• Ensure high levels of service reliability, customer satisfaction, safety, and operational efficiency.
• Monitor and improve operational KPIs, including fulfillment, service levels, ETA performance, productivity, and load factor.
• Identify and implement operational improvements through data, technology, automation, and process optimization.
• Ensure compliance with company policies, regulatory requirements, and operational standards.

Growth & Commercial Performance

• Drive customer acquisition, activation, retention, recurrence, and revenue growth.
• Develop pricing, subscription, promotion, and commercial initiatives to improve demand generation and customer loyalty.
• Identify growth opportunities through customer, operational, and market insights.
• Support the development of new products, partnerships, and revenue streams.
• Work with Marketing and Product teams to improve customer engagement, conversion, and lifetime value.

• Business Performance & Analytics

• Establish and monitor KPIs across growth, operations, customer experience, and profitability.
• Lead business reviews, forecasting, budgeting, and performance analysis.
• Monitor unit economics and recommend initiatives to improve revenue, productivity, and profitability.
• Translate operational and commercial data into actionable business recommendations.

• Team Leadership & Stakeholder Management

• Lead and develop a high-performing cross-functional team.
• Establish clear objectives, accountability, and performance management frameworks.
• Build strong relationships with internal stakeholders, business partners, and relevant authorities.
• Foster a culture of ownership, execution, continuous improvement, and customer focus

Growth & Business Development

• Define and execute the business and operational strategy, aligning growth objectives, customer experience, operational performance, and financial results.
• Lead market development and expansion initiatives, including operational setup, commercial positioning, stakeholder management, and go-to-market execution.
• Drive customer acquisition, activation, retention, recurrence, and lifetime value through data-driven growth initiatives.
• Develop pricing, subscription, and commercial strategies to improve demand generation, customer retention, load factor, revenue per user, and unit economics.
• Identify growth opportunities through market, customer, and operational insights, translating them into actionable initiatives.
• Optimize service design, network performance, capacity utilization, and customer experience to support sustainable growth.
• Establish KPIs across growth, operations, and profitability, ensuring accountability and performance management.
• Drive cross-functional execution across Operations, Marketing, Product, Technology, and Finance to deliver scalable business growth.

Qualifications And Experience

• Bachelor’s degree in business administration, Engineering, Economics, Marketing, Transportation, or a related field.
• MBA or postgraduate qualification is an advantage but not required.

Experience

• 5–8 years of experience in Operations, Growth, Business Performance, Mobility, Ride-Hailing, Logistics, Technology, Consulting, or related industries.
• Experience managing operational performance and delivering measurable business growth.
• Strong analytical and commercial mindset with exposure to pricing, budgeting, forecasting, or business planning.
• Experience working across multiple functions and leading execution through cross-functional teams.

Key Competencies And Skills

• Leadership: Strong ability to lead large, diverse teams and manage cross-functional operations.
• Operational Expertise: In-depth knowledge of route optimization, scheduling, and dispatch principles.
• Strategic Thinking: Ability to develop and execute long-term operational strategies.
• Customer Focus: Commitment to delivering exceptional customer experiences.
• Financial Acumen: Expertise in budgeting, cost control, and operational efficiency.
• Problem Solving: Advanced analytical skills to address complex challenges effectively.
• Communication: Excellent interpersonal, negotiation, and presentation skills.
• Technology Savvy: Experience with transportation management systems and process automation.

Additional Requirements

• Familiarity with local regulations and market dynamics in the Middle East.
• Proficiency in English; Arabic is a plus.