Director of Operations

Position Overview:

Do you love tech 💻, but have a passion for people too 🥰? As the Director of Operations, you will lead and oversee affiliate operations in the entertainment and leisure markets primarily in the Middle East area. The ideal candidate will possess exceptional leadership qualities, a team-oriented mindset, and a deep understanding of the entertainment and leisure industry. The role involves managing and optimizing operational efficiency, ensuring high-quality services, and driving the expansion of our affiliate operations.

As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities 🔍, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players 🤝, and love helping others.

Location: Based in Dubai, the candidate will operate from our Dubai office.

Reports to: VP, International Operations

Travel ✈️ Requirement: up to 25%

• Be an expert in systems implementation and configuration of the accesso systems from a business requirements driven perspective for ticketing, access control and integrated visitor services.
• Provide consultancy to Clients on how to best use accesso technology to effectively manage business processes and procedures. This may span all departments including IT, Sales, Finance, Marketing & Operations.
• Guide and actively participate in the implementation of projects through its various phases including requirements gathering, design, development, implementation, testing and production deployment. This will involve running client workshops & collaboration with cross-functional teams to define project scope, objectives, and deliverables. Such teams may include local team members, developers, third party vendors, consultants, and the client.
• Based on the project status, prepare well-articulated system implementation related documentation (interface design, functional requirements matrix, testing plans etc).
• Oversee and in some be actively involved in system software support to client, which may include configuration of the application, whether off site or on site.
• Coordinate project planning, execution, and delivery within specified timelines and budget constraint.
• Monitor project progress and performance, identifying and addressing any issues or deviations from the plan.
• Act as a liaison between internal teams, clients, and external vendors to facilitate communication and ensure alignment of objectives.
• Prepare and present regular progress reports and updates to stakeholders, including senior management.
• Lead and mentor project team members, providing guidance and support as needed.
• Post projects go live, oversee, and manage support related issues which will include hands on systems troubleshooting and client escalation management. The support team will be first point of call but all escalations will be channeled through the Director of Operations. Expert knowledge of the product is mandatory to be successful in this role.
• Prepare quotes, scope documents and estimates for clients.

• Demonstrated experience in a similar role, preferably within the entertainment or leisure technology sector.
• Strong leadership and organizational skills with a track record of successful team management.
• .Hands on system administration experience in ticketing or FEC related platforms (e.g. VGS, VIVA, Galaxy, Embed)
• Proven track record of managing ticketing technology projects from initiation to completion, with experience in defining project requirements, developing project plans, and managing project budgets and resources.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
• Experience in managing a team in the Middle East.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams, external vendors, and stakeholders at all levels. both written and verbal.
• Solid understanding of budgeting, financial analysis, and resource allocation principles.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent written and verbal English is mandatory as regular interaction with senior stakeholders is expected.
• Ability to work long hours, holidays and weekends as needed.
• The role requires regular travel across the GCC to client sites.

⭐️  Bonus points if you have: 

• Bachelor's degree in business administration, Management, or a relevant field.

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.