Job Summary & Main Goal
The Sales and Operations Director for Warranty & Protection Solutions is responsible for developing, implementing, and rolling out the commercial, sales, and market expansion strategy for NATC's extended warranty and protection solutions portfolio. The role owns the full P&L, drives revenue growth, negotiates margins for improved unit economics, and ensures scalable, compliant, and profitable operations across distributors, dealers, brokers, fleets, and digital channels.
This leader works cross-functionally with Finance, Product, Marketing, Operations, and Technical team to develop competitive products, optimize commercial performance, and ensure a seamless customer journey. The Director is accountable for building high-performing sales teams, strengthening strategic partnerships, designing incentive programs, and expanding NATC's footprint in the Kingdom's automotive warranty ecosystem.
Main Tasks & Responsibilities
The job description is not designed to cover or contain all activities, duties or responsibilities of the profession. However, duties, responsibilities and activities may change, or additional duties and responsibilities may be assigned later, as needed
Responsibilities
1. Drive Revenue Growth & Market Expansion
- Own and manage the P&L, including margin optimization, customer acquisition cost efficiency, and unit economics improvement.
- Collaborate with Finance and Product to structure scalable, compliant partner models that deliver economies of scale.
- Develop and implement integrated sales and business development strategies that accelerate NATC's nationwide growth.
- Roll out channel expansion plans across automotive sales and aftersales distributors, dealers, brokers, fleet operators, aftersales repair and service network and NATC digital sales ecosystem.
- Create and execute city-level go-to-market plans for Riyadh, Jeddah, Dammam, and emerging secondary markets.
- Analyze performance, demand trends, and competitor benchmarks to unlock new revenue opportunities and increase business portfolio and market share.
- Collaborate with Finance and Marketing to develop commercial models, pricing strategies, and targeted customer acquisition campaigns.
2. Warranty & Protection Solutions Growth:
- Develop, implement, and optimize growth strategies for extended warranty and protection products (existing and new).
- Drive penetration of warranty financing across all customer journeys, especially retail showrooms and digital channels.
- Build and roll out cross-sell and up-sell strategies integrated into digital flows, CRM journeys, call center scripts, and seller engagements.
- Enhance portfolio quality by improving approval rates, documentation accuracy, and partner turnaround times.
- Lead relationships with insurance providers, TPA, and partner networks, managing performance analytics and commercial agreements.
- Collaborate closely with Product and Technical teams to refine product features, underwriting rules, and system workflows.
- Responsible for launching, managing, scaling, and ensuring revenue, margin and sales volume targets for new warranty and protection solutions including but not limited to:
- Guaranteed Asset Protection (GAP)
- Key Protection
- Excess Waiver
- Tire Protection
- Other Future Products
3. Strengthen Strategic Partnerships:
- Build deep commercial relationships with key automotive players like distributors, multi-brand dealer groups, rental and leasing fleets, and digital marketplaces to expand NATC's distribution network.
- Negotiate high-value commercial agreements, co-branded offerings, and volume-driven partnerships that secure long-term business.
- Negotiate margin structures, volume deals, SLA frameworks, and commercial terms that secure long-term, profitable relationships.
- Roll out partner engagement programs to enhance performance, transparency, and operational alignment.
- Serve as NATC's primary commercial representative, ensuring partner satisfaction and consistent business growth.
4. Lead Teams, Build Capabilities & Drive Performance Culture
- Build, develop, and lead high-performing teams across Warranty Sales, Operations, and Customer Success.
- Create and implement capability-building programs, leadership pathways, and succession plans.
- Responsible for developing and executing incentive programs, performance bonuses, and motivational schemes for sales teams and sales channels.
- Collaborate with Marketing on sales enablement content, dealer toolkits, and demand-generation support.
- Foster a culture of performance, accountability, transparency, and customer-centricity across all teams.
5. Ensure Excellence Across the Customer Journey:
- Oversee the full warranty lifecycle from pre-sale qualification to contract issuance, service coordination, claims support, and aftersales experience.
- Collaborate with Operations, Technical, Product, and Customer Care teams to eliminate friction points and improve service-level compliance.
- Implement customer experience enhancements that strengthen trust, transparency, and satisfaction.
- Drive initiatives that elevate NATC's reputation for reliability, regulatory compliance, and high-quality warranty service delivery.
Job Requirements
Educational requirements and professional certificates (minimum):
- Bachelor's degree in business, marketing, or a related field required (MBA is a strong advantage)
Experience & Skills
- 10+ years of experience in automotive warranty, protection solutions, insurance, or related services, with strong KSA market knowledge.
- Proven track record leading sales and operations functions at scale for warranty, insurance, or protection products.
- Strong knowledge of F&I products, Takaful insurance, and extended warranty.
- Experience in launching and scaling new protection products (GAP, key protection, tire protection, excess waiver, etc.).
- Demonstrated relationships with insurance providers, warranty administrators, and regulatory bodies.
- Expertise in operational compliance across SAMA, Insurance Authority, ZATCA, and other relevant frameworks.
- Strong analytical, negotiation, and stakeholder-management skills; Arabic fluency is a plus.
Key Attributes:
- Commercially sharp with deep understanding of revenue drivers and margin levers.
- Operationally rigorous with the ability to scale processes and teams rapidly.
- Customer-centric with strong focus on trust, transparency, and service excellence.
- Data-driven and comfortable with dashboards, KPIs, and performance metrics.
- Adaptive, entrepreneurial, and thrives in fast-paced, high-growth environments.
- Strong relationship builder across insurance providers, warranty administrators, regulators, and internal teams.
Languages
Excellent command of English (Oral and Written), Arabic language preferred
