Head of Operations
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Key skills for this role
About the Role
DEOW INTERNATIONAL seeks a Head of Operations to lead Customer Success and Implementation functions in a SaaS/HRMS environment. The role drives operational excellence, service delivery, and customer experience.
Key Skills for This Role
Responsibilities
- Oversee Customer Success operations and customer experience outcomes
- Monitor customer satisfaction, retention, SLA compliance, and escalation management
- Establish governance frameworks for customer issue resolution and service excellence
- Review customer performance metrics and provide operational insights to leadership
- Drive continuous improvement initiatives across the customer journey
- Lead customer onboarding and implementation governance
- Ensure projects are delivered on time, within quality standards, and according to agreed expectations
- Monitor implementation KPIs, including go live success and delivery consistency
- Coordinate effectively between Sales, Implementation, Customer Success, and Technical teams
- Standardize onboarding processes and implementation methodologies
- Identify and eliminate operational bottlenecks to improve scalability and efficiency
- Drive process optimization and continuous improvement initiatives
Requirements
- Bachelor's Degree in Computer Science, Computer Engineering, Information Technology, or a related field
- 5–8 years of experience in HRMS, HCM, Payroll, B2B SaaS, or technology driven environments
- Proven experience in a senior operations leadership role
- Strong understanding of Customer Success, Implementation, and Service Delivery functions
- Experience managing cross functional teams and operational governance
- Excellent analytical, organizational, and problem solving abilities
- Strong knowledge of KPI management, operational reporting, and performance metrics
- Exceptional communication and stakeholder management skills
- Familiarity with UAE and MENA markets is required
- Arabic (Required)
- Head of Operations: 5 years (Required)
Full Job Posting
About the Role
- We are seeking an experienced and dynamic Head of Operations to lead and oversee our Customer Success and Implementation functions.
- This senior leadership role is responsible for driving operational excellence, ensuring high quality service delivery, enhancing customer experience, and supporting business growth through efficient processes and strong governance.
- The ideal candidate will have a strong background in SaaS, HRMS, HCM, Payroll, or technology driven service organizations, with proven experience managing cross functional teams and operational performance.
Key Responsibilities
- Customer Success & Experience Management: Oversee Customer Success operations and customer experience outcomes.
- Monitor customer satisfaction, retention, SLA compliance, and escalation management.
- Establish governance frameworks for customer issue resolution and service excellence.
- Review customer performance metrics and provide operational insights to leadership.
- Drive continuous improvement initiatives across the customer journey.
- Implementation & Delivery Operations: Lead customer onboarding and implementation governance.
- Ensure projects are delivered on time, within quality standards, and according to agreed expectations.
- Monitor implementation KPIs, including go live success and delivery consistency.
- Coordinate effectively between Sales, Implementation, Customer Success, and Technical teams.
- Standardize onboarding processes and implementation methodologies.
- Identify and eliminate operational bottlenecks to improve scalability and efficiency.
- Operational Excellence: Drive process optimization and continuous improvement initiatives.
Qualifications & Experience
- Bachelor's Degree in Computer Science, Computer Engineering, Information Technology, or a related field.
- 5–8 years of experience in HRMS, HCM, Payroll, B2B SaaS, or technology driven environments.
- Proven experience in a senior operations leadership role.
- Strong understanding of Customer Success, Implementation, and Service Delivery functions.
- Experience managing cross functional teams and operational governance.
- Excellent analytical, organizational, and problem solving abilities.
- Strong knowledge of KPI management, operational reporting, and performance metrics.
- Exceptional communication and stakeholder management skills.
- Familiarity with UAE and MENA markets is required.
- Arabic (Required).
Key Competencies
- Operational Leadership
- Customer Centric Mindset
- Process Improvement & Optimization
- Team Leadership & Accountability
- Strategic Thinking
- Cross Functional Collaboration
- Problem Solving & Decision Making
- Communication & Stakeholder Management
- Performance Management
- Service Delivery Excellence
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT/NPS)
- SLA Compliance & Escalation Resolution
- Customer Retention & Churn Rates
- Time to Go Live
- Implementation Success Rate
- Process Improvement Initiatives Delivered
- Operational Reporting Quality
- Team Performance & Accountability
What Success Looks Like in the First 90 Days
- Gain a comprehensive understanding of operational processes and team structures.
- Identify improvement opportunities and optimize workflows.
- Implement operational enhancements that improve efficiency, collaboration, and customer outcomes.
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