{"id":88941,"date":"2026-04-13T18:31:02","date_gmt":"2026-04-13T14:31:02","guid":{"rendered":"https:\/\/herecareers.com\/job\/head-of-operations-ai-optimisation\/"},"modified":"2026-04-13T18:31:03","modified_gmt":"2026-04-13T14:31:03","slug":"head-of-operations-ai-optimisation","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/head-of-operations-ai-optimisation\/","title":{"rendered":"Head of Operations &#038; AI Optimisation"},"content":{"rendered":"<p>411_3368305<\/p>\n<p><p>The Head of Operations &#038; AI Optimisation is responsible for leading the strategic and day to day performance of the contact centre, ensuring exceptional service delivery, operational efficiency, and continuous improvement across all customer touchpoints. <\/p>\n<p>This role combines traditional operations leadership with advanced responsibility for AI strategy, automation, and digital transformation. The role is to drive the evolution of a modern, technology enabled contact centre by integrating AI models, conversational automation, data driven decision-making, and workforce augmentation tools to create scalable, high performance operations. <\/p>\n<h3>Leadership and Team Management <\/h3>\n<ul>\n<li>Lead end-to-end contact centre operations, ensuring delivery of service level agreements (SLAs), customer satisfaction, and commercial targets. <\/li>\n<li>Oversee overall team performance and ensure adherence to KPIs. <\/li>\n<li>Provide coaching, feedback, and professional development opportunities consistently. <\/li>\n<li>Lead by example with emotional intelligence, empathy, balance, and strong decision\u2011making skills. <\/li>\n<li>Execute plans to continuously improve contact centre operations, focusing on enhancing people, processes, technology, and data capabilities. <\/li>\n<li>Ensure alignment of operations with the strategic objectives of partners, internal and external clients. <\/li>\n<li>Oversee the implementation of resource planning, workforce management, and operational forecasting within the team. <\/li>\n<li>Implement performance frameworks and KPIs to drive accountability and high standards. <\/li>\n<li>Partner with cross\u2011functional teams (Customer Experience, IT, Product, Commercial) to align operational improvements with business goals. <\/li>\n<li>Own the AI transformation roadmap for the contact centre, including conversational AI, agent assist, predictive insights, and automation. <\/li>\n<li>Evaluate emerging AI technologies that enhance agent productivity, reduce cost\u2011to\u2011serve, and elevate customer experience. <\/li>\n<li>Lead deployment, testing, optimisation, and scaling of AI solutions such as:\n<ul>\n<li>Voice and chat bots <\/li>\n<li>AI powered routing engines <\/li>\n<li>Agent assist \/ knowledge AI <\/li>\n<li>Workforce AI forecasting &#038; scheduling tools <\/li>\n<\/ul>\n<\/li>\n<li>Lead, mentor, and develop teams including operations, quality, training, AI operations, and digital optimisation. <\/li>\n<li>Champion a culture of innovation, customer\u2011centricity, and measurable outcomes. <\/li>\n<li>Create AI literacy and upskilling programmes for frontline staff and leaders. <\/li>\n<\/ul>\n<h3>Customer &#038; Experience Focus <\/h3>\n<ul>\n<li>Ensure a seamless and consistent omnichannel experience across voice, chat, email, messaging apps, and social channels. <\/li>\n<li>Reduce customer effort by simplifying processes and leveraging automation. <\/li>\n<li>Use analytics and customer insights to proactively address pain points. <\/li>\n<\/ul>\n<h3>Risk, Compliance &#038; Governance <\/h3>\n<ul>\n<li>Ensure all operations and AI implementations meet regulatory, ethical, and privacy guidelines. <\/li>\n<li>Establish governance around AI usage, data handling, and model explainability. <\/li>\n<\/ul>\n<h3>Employee Experience <\/h3>\n<ul>\n<li>Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction. <\/li>\n<li>Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment. <\/li>\n<li>Lead initiatives to improve training, development, and career progression opportunities for team members. <\/li>\n<li>Prioritize employee experience as a core focus alongside customer satisfaction. <\/li>\n<\/ul>\n<h3>Customer Experience Management <\/h3>\n<ul>\n<li>Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT). <\/li>\n<li>Oversee the design and delivery of seamless day-to-day operations that meet or exceed customer expectations across all engagement channels. <\/li>\n<li>Lead a proactive complaint management process, including a robust close\u2011the\u2011loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year\u2011on\u2011year. <\/li>\n<li>Ensure exceptional customer experience measures by CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platforms. <\/li>\n<li>Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels. <\/li>\n<\/ul>\n<h3>Reporting and Analytics <\/h3>\n<ul>\n<li>Generate and present detailed operational reports at an executive level standard. <\/li>\n<li>Utilise data to drive decision\u2011making and strategic planning. <\/li>\n<li>Monitor service levels, customer satisfaction, and feedback to identify areas for improvement. <\/li>\n<li>Ensure clients receive their reports on time, with the correct information. <\/li>\n<li>Ensure monthly reports are ready, error free &#038; thoroughly checked before meeting with clients. <\/li>\n<li>Ensure client KPIs are met &#038; forecast in advance accordingly to avoid risks of missing any at the end of the month. <\/li>\n<li>Prepare and present monthly performance reports to clients. <\/li>\n<li>Monitor and analyze team KPIs weekly, including customer satisfaction (CSAT) and adherence rates. <\/li>\n<li>Address performance gaps and implement improvement initiatives across the department. <\/li>\n<\/ul>\n<h3>QUALIFICATIONS, EXPERIENCE AND SKILLS <\/h3>\n<h3>Education and Qualifications <\/h3>\n<ul>\n<li>Bachelor\u2019s degree and COPC CX Standard Certification or similar. <\/li>\n<li>Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high\u2011performance environment. <\/li>\n<\/ul>\n<h3>Years of Experience <\/h3>\n<ul>\n<li>5+ years of experience in contact centre operations leadership. <\/li>\n<li>Demonstrated experience leading large\u2011scale operations (in\u2011house or BPO). <\/li>\n<li>Strong understanding of AI\/ML applications in customer service. <\/li>\n<li>Proven track record in automation, digital transformation, or AI\u2011led operations. <\/li>\n<li>Excellent stakeholder management and cross\u2011functional leadership skills. <\/li>\n<li>Strong analytical mindset with data\u2011driven decision\u2011making. <\/li>\n<\/ul>\n<h3>Knowledge, Languages and Skills <\/h3>\n<ul>\n<li>Strategic Leadership: Ability to set vision and execute a growth\u2011focused strategy. <\/li>\n<li>Strong understanding of omni\u2011channel customer engagement and emerging technologies in customer service. <\/li>\n<li>Operational Expertise: Skilled in optimizing processes and leveraging technology. <\/li>\n<li>People Management: Experience in leading large, diverse teams. <\/li>\n<li>Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners. <\/li>\n<li>Analytical Thinking: Data\u2011driven decision\u2011making and problem\u2011solving abilities. <\/li>\n<li>Experience working with AI platforms (e.g., Microsoft Copilot, Google Dialogflow, AWS Connect, Genesys AI, LivePerson, etc.). <\/li>\n<li>Prior involvement in agent\u2011assist tools, NLP\/NLU optimisation, conversational design, or automation squads. <\/li>\n<li>Experience managing multi\u2011geography or multilingual operations. <\/li>\n<\/ul>\n<p> #J-18808-Ljbffr<\/p>\n<p>2026-04-08 15:37:53<\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[68],"job_listing_category":[1347],"job_listing_location":[720],"job_listing_tag":[],"class_list":["post-88941","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-management-operations","job_listing_location-united-arab-emirates"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1347":"Management &amp; 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