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 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 (India)
🏢 DC Consultants
📍 India