Director, Marketplace, Operations & Customer Experience

About the role

We are seeking a Director to lead Marketplace, Operations and Customer Experience for a fast‑growing mobility platform in the UAE. Reporting directly to the Founder & CEO, you will shape marketplace performance, improve service reliability and build the operating discipline needed to scale across cities and countries.

Key responsibilities

• Own marketplace health across fulfilment, ETA, cancellations, unserved demand, chauffeur availability, utilisation and customer‑impact metrics.
• Build rolling demand and supply forecasts by city, product, day and hour and translate them into recruitment, activation, retention and deployment plans.
• Set capacity‑allocation guardrails for large B2B, port, scheduled and special projects to protect core marketplace stability.
• Establish early‑warning thresholds, intervention playbooks and incident‑management routines to surface risk before customers feel it.
• Lead and develop the Heads of Supply, Ground Operations and Customer Service, defining clear targets, decision rights and accountability.
• Integrate chauffeur acquisition, onboarding, activation, retention and productivity into a coherent supply plan and ensure day‑of field execution matches the forward plan.
• Own Customer Service performance across coverage, first‑contact resolution and overall satisfaction.

Required profile

• Minimum 8 years of experience in marketplace operations or similar high‑frequency two‑sided platforms.
• Proven track record of leading cross‑functional teams in supply, ground operations and customer service.
• Strong analytical mindset with ability to translate data into actionable forecasts and operational plans.
• Experience scaling operations across multiple cities or countries.

Required skills

• Ride‑hailing marketplace
• ETA management
• Service level monitoring
• Retention incentives
• Marketplace mechanics
• Data fluency
• Forecasting
• Supply acquisition
• Operations experience
• Utilisation analysis
• Dispatch outcomes