Head of Operations
Job Description:
Role Overview
The Head of Operations is a senior leadership role responsible for overseeing the operational performance, service delivery, and governance of the Customer Success and Implementation functions within gulfHR. The role ensures strong customer experience outcomes, consistent and scalable implementation delivery, and effective operational coordination across teams. It focuses on driving operational visibility, process consistency, SLA adherence, and continuous improvement to support business growth. This role also plays a key leadership function in managing operational teams, strengthening accountability, and ensuring alignment between Customer Success, Implementation, and internal stakeholders.
Key Responsibilities
Customer Experience & Success Oversight
- Provide operational oversight of Customer Success performance and customer experience outcomes
- Monitor customer satisfaction, retention trends, SLA adherence, and escalation patterns
- Ensure structured governance for customer escalations and resolution tracking
- Support alignment between Customer Success leadership and operational objectives
- Review high-level customer performance insights through reports and management forums (Manco meetings)
- Ensure continuous improvement of customer journey and engagement quality
Implementation Operations
- Oversee governance of customer onboarding and implementation delivery
- Ensure implementation outcomes align with agreed timelines, quality standards, and delivery expectations
- Track key implementation KPIs including go-live performance and delivery consistency
- Ensure structured coordination between Sales, Implementation, Customer Success, and Technical teams
- Support standardisation of implementation processes and onboarding frameworks
- Identify operational bottlenecks and drive improvement initiatives to enhance scalability and efficiency
Operational Excellence & Process Improvement
- Drive continuous improvement across Customer Success and Implementation operations
- Identify opportunities for workflow optimisation and practical automation
- Ensure operational visibility through structured reporting and KPI dashboards
- Support operational planning and initiatives that enhance scalability and efficiency
- Ensure consistency of operational processes and service standards across teams
- Collaborate with internal technical teams to ensure smooth operational continuity
- Maintain awareness of technology-enabled improvements and automation opportunities
Leadership & Team Management
- Provide leadership and accountability across operational teams and team managers.
- Coach and develop managers to improve performance and operational execution.
- Ensure a strong accountability culture across Customer Success and Implementation functions.
- Support workforce planning and team structure optimization.
- Promote alignment, communication, and collaboration across departments.
- Build a performance-driven and customer-focused operational culture.
Job Requirements
Essential Requirements
- Bachelor's degree in Computer Engineering, Computer Science, or a related field.
- Proven experience in a senior operations leadership role within SaaS, technology, HRMS, HCM, payroll, or service-based organizations.
- Strong understanding of Customer Success, implementation, and operational delivery functions.
- Experience managing cross-functional teams and operational governance structures.
- Strong analytical, organizational, and problem-solving skills.
- Experience working with KPIs, service metrics, and operational reporting.
- Strong stakeholder management and communication skills.
- Ability to operate in a fast-paced, evolving business environment.
Preferred Experience
- 5–8 years of experience in HRMS, HCM, payroll, or B2B SaaS environments.
- Familiarity with UAE and MENA markets.
- Exposure to workflow optimization and automation initiatives.
- Understanding of customer lifecycle management in SaaS environments.
Key Competencies
- Operational Leadership
- Customer-Centric Mindset
- Process Improvement & Optimization
- Team Leadership & Accountability
- Cross-Functional Collaboration
- Strategic Thinking
- Problem Solving & Decision Making
- Communication & Stakeholder Management
- Performance Management
- Service Delivery Excellence
Key Skills :
Company Profile
The organization is a leading HR and payroll software provider serving enterprises across the MENA and GCC regions. Designed specifically for the Middle East, their platform supports the complete employee lifecycle, from recruitment and onboarding to payroll, workforce management, and retirement.
Specializing in complex, multi-entity organizations, they help businesses streamline HR operations while ensuring compliance with regional regulations, including WPS, end-of-service benefits, and visa management. Their comprehensive solution includes payroll processing, applicant tracking, employee self-service, time and attendance, project timesheets, mobile access, and advanced reporting. With seamless integrations and flexible cloud or on-premises deployment options, they enable organizations to achieve greater efficiency, visibility, and control across their workforce operations.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.