Director, Marketplace, Operations & Customer Experience

About the role

Zofeur is a fast-growing mobility technology platform built around delegated mobility for car owners, operating a high-frequency two-sided marketplace across the UAE and expanding into Saudi Arabia. It is looking for a Director, Marketplace, Operations & Customer Experience to lead the teams responsible for supply, field execution and customer support, reporting directly to the Founder & CEO. The role strengthens marketplace performance, improves service reliability and builds 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, and build rolling demand and supply forecasts by city, product, day and hour.
• Create capacity-allocation guardrails for large B2B, port, scheduled and special projects, and set early-warning thresholds, intervention playbooks and incident-management routines.
• Lead the Heads of Supply, Ground Operations and Customer Service, connect chauffeur acquisition, onboarding, activation, retention and productivity into one supply plan, and ensure day-of field execution matches the forward plan.
• Own Customer Service performance (coverage, response times, resolution time, backlog, escalation quality, repeat contacts, satisfaction) and build a closed-loop service-recovery process.
• Run a daily control rhythm, weekly business review and monthly operating review, define operating definitions, and partner with Product, Technology, Growth, Finance and HR to fix structural issues.
• Build a repeatable city-launch playbook, partner with the Saudi launch lead, and design structures that scale from functional to country and city leadership.

Required profile

• 8-12 years of operations experience, with substantial direct responsibility inside a scaled ride-hailing marketplace.
• Mandatory direct operating experience within a large, scaled ride-hailing platform.
• Demonstrated ownership of city, country, regional or central marketplace operations, and proven experience managing managers and developing functional leaders.
• Evidence of launching or materially scaling a city, country, operating model or marketplace programme.
• UAE or MENA experience preferred; relocation to Dubai and office-based work is expected.

Required skills

• Strong command of marketplace mechanics: forecasting, supply acquisition and retention, incentives, service levels, dispatch outcomes, ETA and utilisation.
• High data fluency: challenging dashboards, identifying broken definitions and working from imperfect information.