Head of Operations

The Company is seeking a Head of Operations with a strong background in service delivery and client retention. The successful candidate will be responsible for managing a trainer network, ensuring quality, and overseeing process and performance. This role requires a leader with a proven track record in operations, particularly in a high-touch, SLA-driven consumer services environment. The focus is on improving customer satisfaction and retention, with an emphasis on measurable results such as CSAT, NPS, ratings, and churn. Attention to detail and a rigorous approach to quality control, audits, and exception handling are essential. Applicants for the Head of Operations position at the company should have a background in a concierge-style or on-demand consumer services environment, such as home services or field-service marketplaces. The role demands exceptional attention to detail, the ability to operate hands-on as well as design systems and automation, and cross-cultural sensitivity to manage operations across multiple locations. The ideal candidate will be based in India, the UAE, or be firmly committed to relocating, as the role is not remote and requires ongoing travel to various office locations. The company is looking for a long-term commitment from the candidate, with a focus on building and growing within the organization.