Head of Operations

Job Title: Head of Operations

Location: Remote / Onsite
Employment Type: Full-Time

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 ResponsibilitiesCustomer 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.
• Develop KPI dashboards and operational reporting frameworks.
• Enhance operational visibility, performance tracking, and service consistency.
• Support automation and workflow optimization initiatives.
• Collaborate with technical teams to ensure seamless operational continuity.

Leadership & Team Development

• Provide leadership, coaching, and guidance to operational teams and managers.
• Foster a culture of accountability, collaboration, and customer focus.
• Support workforce planning and organizational structure improvements.
• Drive performance management and professional development initiatives.
• Ensure alignment between departments and operational objectives.

Qualifications & ExperienceEssential 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.

Preferred Skills

• Experience with workflow optimization and automation initiatives.
• Understanding of customer lifecycle management in SaaS environments.
• Strong strategic planning and operational execution capabilities.

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 I