Director, Marketplace, Operations & Customer Experience

Location: Dubai, UAE | Office-based

Reports to:Founder & CEO

Function: Marketplace, Operations & Customer Experience

About Zofeur

Zofeur is a fast-growing mobility technology platform built around delegated mobility for car owners. We operate a high-frequency, two-sided marketplace across the UAE and are expanding into Saudi Arabia. Our service portfolio spans on-demand rides, scheduled services, enterprise mobility and operationally complex fulfilment use cases.

Position overview

We are looking for a Director, Marketplace, Operations & Customer Experience to lead the teams responsible for supply, field execution and customer support. Reporting directly to the Founder & CEO, this leader will strengthen marketplace performance, improve service reliability and build the operating discipline required to scale across cities and countries.

You will lead the Heads of Supply, Ground Operations and Customer Service, with the full Customer Service organisation reporting through its functional head. The role combines strategic planning with hands-on operating leadership and requires a deep understanding of live marketplace dynamics.

Key responsibilities

Marketplace performance and service reliability

• Own marketplace health across fulfilment, ETA, cancellations, unserved demand, chauffeur availability, utilisation and customer-impact metrics.
• Build rolling demand and supply forecasts by city, product, day and hour, then translate them into clear recruitment, activation, retention and deployment plans.
• Create capacity-allocation guardrails for large B2B, port, scheduled and special projects so committed work does not destabilise the core marketplace.
• Establish early-warning thresholds, intervention playbooks and incident-management routines that surface risk before customers feel it.

Supply, ground operations and customer service

• Lead and develop the Heads of Supply, Ground Operations and Customer Service, with clear targets, decision rights and accountability for each function.
• Connect chauffeur acquisition, onboarding, activation, retention and productivity into one coherent supply plan.
• Ensure day-of field execution matches the forward plan, including attendance, positioning, escalations and recovery actions.
• Own Customer Service performance across coverage, first-response time, resolution time, backlog, escalation quality, repeat contacts and customer satisfaction.
• Build a closed-loop service-recovery process so customer complaints and support signals drive marketplace, product, policy and operational improvements.

Operating system and data discipline

• Run a rigorous daily control rhythm, weekly business review and monthly operating review with clear owners, deadlines and measurable outcomes.
• Create one trusted set of operating definitions and ensure every review moves from data to diagnosis to decision.
• Partner closely with Product, Technology, Growth, Finance and HR to remove structural causes rather than repeatedly managing symptoms.
• Raise the quality of problem-solving across the team through strong root-cause analysis, post-incident reviews and follow-through.

City and country expansion

• Build a repeatable city-launch and market-readiness playbook covering supply, service levels, customer support, controls and launch governance.
• Partner with the Saudi launch lead to establish local operating discipline while maintaining group-wide standards and visibility.
• Design structures that can scale from functional execution today to country and city leadership as the business grows.

Candidate profile

• 8-12 years of operations experience, with substantial direct responsibility inside a scaled ride-hailing marketplace.
• Direct operating experience within a large, scaled ride-hailing platform is mandatory.
• Demonstrated ownership of city, country, regional or central marketplace operations, not merely participation in a supporting function.
• Proven experience managing managers and developing functional leaders.
• Strong command of marketplace mechanics, including forecasting, supply acquisition and retention, incentives, service levels, dispatch outcomes, ETA and utilisation.
• High data fluency. You must be able to challenge dashboards, identify broken definitions and work from imperfect information without becoming dependent on analysts.
• Evidence of launching or materially scaling a city, country, operating model or marketplace programme.
• UAE or MENA experience is preferred. Exceptional global candidates are welcome if willing to relocate to Dubai and operate from the office.

Why join Zofeur

This is an opportunity to shape the operating model of a fast-growing mobility company as it expands into new markets. You will work directly with the Founder & CEO, lead business-critical teams and have clear ownership of customer and marketplace outcomes.