Operations Director - Saudi

Job description

We are seeking an operations expert to scale AstroLabs’ operations in Saudi Arabia.
The Operations Director will own and drive customer success through operational excellence for our EnterKSA company expansion suite consisting of licensing, coworking space, and managed offices. 


RESPONSIBILITIES


EnterKSA Operations - Ensuring a world-class experience for our customers expanding to Saudi

  • Customer Success Ownership
    • Ensure customers are constantly informed about their processes through impeccable updates and proactive outreach for expectation setting and risk mitigation
    • Manage escalations and support the Operations team for quick resolution
    • Implement a zero-incident policy
    • Constantly improve our customer journey to guarantee a high Net Promoter Score and to drive referrals
  • High-Performance Management
    • Lead our team of Relationship Managers, Project Associates, and Licensing Associates - overseeing and optimizing their schedules, output, efficiency, and excellence
    • Provide ongoing feedback and coaching, structured 1-1s, and problem-solving support as needed
    • Set objectives and KPIs and conduct performance management and reviews
    • Implement a continuous learning and training plan for each individual and for the team
    • Identify, screen, recruit, and onboard outstanding operations candidates when needed
  • Process & Infrastructure Management
    • Conduct a full audit of current processes and implement immediate improvements to 10x efficiency, eliminate bottlenecks and provide an outstanding customer experience at scale
    • Streamline operations with Sales Team through a flawless handover process and through regular and transparent communication
    • Identify new opportunities for process improvement and new service offerings.
    • Enforce full adoption of Salesforce to improve efficiency, increase transparency and streamline client management and renewal processes
    • Implement an operations dashboard to drive efficiency and a management dashboard to provide visibility for senior management
  • Government Stakeholder Management
    • Build a network of senior management relationships across Government entities involved in the expansion process of companies across industries
    • Grow value-based relationships through regular updates showing the contribution of AstroLabs and EnterKSA to the local ecosystem
    • Facilitate introductions for customers and manage escalations for critical cases as needed

AstroLabs Saudi Community - Providing the best co-working space and tech community experience in Riyadh

  • Oversee and coach our Community Development Manager to ensure the smooth operation of the co-working space
  • Constantly improve our processes for outstanding onboarding and comprehensive offboarding
  • Drive the conversion of EKSA customers into full-time members of our co-working space
  • Improve member retention and existing team growth by implementing member experience enhancements
  • Set a proactive process for managing renewals

Others - Operational and Financial Management

  • Take responsibility for regulatory and licensing requirements, such as managing online portals (MoL, GOSI, Muqeem, etc.) and other HR-related operations and processes
  • Manage operational finances, including bank account transfers and liaising with the central Finance team in Dubai for invoicing and collection streamlining, reporting and audit requirements


Job requirements

  • You embody our three core values of ambition, ownership, and excellence
  • You thrive on making a complex operation run like a well-oiled machine
  • You are an inspiring manager who will support the team to grow and reach their full potential. You have managed teams in the past and can share references.
  • You are very structured with exceptional organizational skills
  • You are proactive and quick. You know how to take ownership, delegate responsibilities, and close the loop to get things done
  • You have an eye for details and a knack for numbers and financials
  • You communicate clearly in a structured manner when writing and speaking and are fluent in Arabic in a business setting
  • On the technical side, you have experience using Excel to build financial projections. You are comfortable with Google Apps (Drive, Sheets, Docs, Forms)
  • PMP and Lean Six Sigma experience and Certification is a plus
  • Knowledge of Xero or other accounting software is highly preferred. Knowledge of Salesforce is preferred

For more information: 
https://astrolabs.com/join-us/
https://astrolabs.com/join-us/our-process