Operations Manager – Riyadh, Saudi Arabia

Location: Riyadh, Saudi Arabia

Company: CsMena

Job Category:
Customer Service & Support
Operations & Supply Chain
Business Development
Information Technology (IT) & Software

Job Overview

CsMena is seeking an experienced Operations Manager to lead high-volume customer service and BPO operations in Riyadh, Saudi Arabia. The successful candidate will be responsible for managing operational performance, leading large teams, improving customer experience, and ensuring service delivery meets defined business and customer expectations.

The role requires proven experience in customer service or BPO operations, preferably within high-volume B2C environments such as food delivery, e-commerce, internet services, fintech, or similar industries. The Operations Manager will work closely with local and international stakeholders and use operational data and KPIs to drive productivity, quality, service levels, and continuous improvement.

This position provides strong opportunities for career growth and professional development in operations leadership, customer experience, BPO management, and operational excellence. Experience with Lean or Six Sigma, data analytics platforms, and international organizations can further support professional development and progression into senior operations leadership positions.

Key Responsibilities

• Lead and manage high-volume customer service and BPO operations.
• Manage and develop teams of 15 or more employees.
• Establish operational priorities and ensure achievement of business targets.
• Monitor key operational KPIs, including Service Level (SL), Average Handling Time (AHT), Utilization (UT), CSAT, Productivity, and Quality.
• Analyze operational performance and identify opportunities for improvement.
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Develop high-performing teams through coaching, performance management, and professional development.
• Monitor workforce productivity, service quality, and operational efficiency.
• Identify operational challenges and implement effective corrective actions.
• Lead crisis-management activities and make timely operational decisions.
• Work closely with local and international stakeholders to achieve operational objectives.
• Use advanced Microsoft Excel and business intelligence tools to analyze operational data.
• Develop reports and dashboards using Power BI, Tableau, or Looker.
• Support process optimization and operational excellence initiatives.
• Apply Lean or Six Sigma principles where appropriate to improve processes and efficiency.
• Maintain a strong understanding of the Saudi and GCC customer landscape.
• Ensure customer service operations remain aligned with business objectives and customer expectations.

Requirements & Qualifications

• Bachelor’s degree or higher in Business Administration, Operations Management, Management, or a related discipline.
• Minimum 3+ years of experience managing Customer Service or BPO operations.
• Proven experience leading and managing teams of 15+ employees.
• Native Arabic speaker with B2+ English proficiency.
• Strong understanding of the Saudi and GCC customer landscape.
• Experience working in high-volume B2C environments.
• Experience in food delivery, e-commerce, internet services, fintech, or similar industries is highly relevant.
• Strong knowledge of operational KPIs, including:
  • Service Level (SL)
  • Average Handling Time (AHT)
  • Utilization (UT)
  • Customer Satisfaction (CSAT)
  • Productivity
  • Quality
• Advanced proficiency in Microsoft Excel.
• Hands-on experience with Power BI, Tableau, or Looker.
• Strong leadership, analytical, problem-solving, and decision-making capabilities.
• Excellent crisis-management and communication skills.
• Experience in process improvement is preferred.
• Knowledge or experience in Lean or Six Sigma is an advantage.
• Previous experience working with international or Chinese companies is highly preferred.
• Strong ability to manage multiple operational priorities in a fast-paced environment.

Salary, Benefits & Career Growth

Average Market Salary (Estimated)

The employer has not disclosed a specific salary for this position. Based on current Riyadh market salary data for Operations Manager and Customer Service Manager positions, an estimated market compensation range for this role is approximately SAR 15,000–22,000 per month, depending on experience, industry, team size, qualifications, and overall responsibilities. Current Riyadh salary data reports an Operations Manager median total pay of approximately SAR 18,000 per month, while Customer Service Manager salary data indicates a median of approximately SAR 15,000 per month.

Compensation Type: Monthly salary. The actual compensation package will be determined by the employer based on the candidate’s qualifications and experience.

Benefits: Specific employee benefits have not been disclosed in the original vacancy. Candidates should confirm the complete employment package, including medical insurance, annual leave, allowances, performance incentives, and other applicable benefits during the recruitment process.

Career Growth: This role offers an opportunity to progress toward senior positions such as Senior Operations Manager, Head of Operations, BPO Operations Director, Customer Experience Manager, or Director of Operations, depending on performance and organizational structure.

Professional Development: The position provides opportunities to strengthen expertise in BPO management, customer experience, operational analytics, KPI management, process improvement, leadership, and business intelligence. Lean Six Sigma training and other operations-related certifications may further support career advancement.

Application Process

Application Process (Website)

Apply only through the official job listing on the careers website.

Click Apply Now on the website to view the application instructions and official HR contact details.

HR Email for Application

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Reference: WGOKSA