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 robust 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 Custome
📌 Head of Operations (Dibai)
🏢 DC Consultants
📍 Dibai
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