Manager Guest Care Performance

Are you ready to lead contact center performance that elevates guest care, service quality, and commercial results? This role is central to managing day-to-day contact center performance across our guest care operation. It ensures productivity, service delivery, revenue performance, and customer experience remain aligned with key operational targets.

About Riyadh Air

• Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying.
• It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.
• This is your opportunity to shape the future of air travel.
• Bring your best and show us why you can own this position within Riyadh Air.

Responsibilities

• Working closely with team leaders and agents, the role focuses on setting clear objectives, coaching performance, and driving consistent delivery across quality, service, and efficiency measures.
• A core part of the role is optimizing staffing through forecasting, scheduling, real-time adherence, and workflow improvements.
• You will also identify automation and self-service opportunities that strengthen service levels and resource utilization.
• The position calls for close collaboration with cross-functional teams to resolve complex guest issues and improve premium guest interactions.
• This includes using insight from feedback, surveys, and service trends to strengthen the end-to-end guest experience.
• In addition, you will oversee reporting, analyze operational performance, and turn data into practical recommendations that improve processes, protect guest data, and reduce revenue leakage.
• This is a high-impact leadership role where your operational insight and customer focus will directly shape service performance and the guest experience we deliver every day.

Requirements

• Degree qualified, you will demonstrate a minimum of 7 years of experience in contact center performance management or a similar customer service operations role.
• You will bring strong expertise in contact center operations, workforce management, performance reporting, quality frameworks, and customer engagement systems.
• Success in this role depends on sound judgment, analytical thinking, clear communication, stakeholder collaboration, and the ability to lead teams in a fast-paced environment.

Please submit your application by clicking on the Apply button. Our Talent Acquisition team will be reviewing applications shortly.