Director of Operations

JOB PURPOSE

Run Content Operations, Contact Centers, and Quality as one accountable unit and own the operational KPI set end-to-end - customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation - so that operational performance becomes a managed, forecastable input to growth rather than a monthly report of outcomes.

KEY ACCOUNTABILITIES

Performance ownership

• Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000
• reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate.
• Set, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, and
• scoreable.
• Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee.
• Contact Centers
• Own the service levels: first response time, first contact resolution, average resolution time and reopened tickets. Restore and hold first contact resolution at or above 80% through root-cause analysis of repeat-contact drivers,
• Agent enablement and process redesign.
• Manage capacity, scheduling, quality monitoring, and any outsourced service partners.
• Reduce cost to serve per booking without trading away resolution quality.

Content Operations

• Own listing content completeness, photo quality and destination content readiness.
• Scale proven content interventions across the destination portfolio; the Abha pilot lifted click-through from 6.0% to
• 11.8%.
• Set and enforce the host content standard with clear controls and consequences.
• Quality and unit readiness
• Own the unit onboarding and activation journey: activation rate, time to activate, and time to first reservation with
• clear SLA
• Close the gap between activation and occupancy by working with Commercial and Product on destination
• readiness.
• Run the quality assurance framework across both the guest and the host journey.

Leadership and cross-f…