Quality & Operation Manager

About FlyAkeed: 

FlyAkeed is an online platform that helps people book flights and hotels easily. We started in 2017 and are based in Riyadh, Saudi Arabia. Our travel solution simplifies the process of planning and handling work-related travel. 

Highlights: 

• Current funding stage: Series A  

• FlyAkeed is supported by: PIF subsidiary Sanabil Investments, Elm, Artal Capital, Alrajhi Partners  
  

About the Role: 
We're looking for a Quality & Operations Manager to join our Experience & Customer Growth department. This role owns quality assurance, operational excellence, and capability development across our three-core customer-facing functions: Akeed Care, Customer Success (Relations), and Onboarding. 

You will design and lead the quality framework that ensures every customer interaction — across calls, chat, and email — meets FlyAkeed standards of service, tone, operational efficiency, and resolution quality. In addition to quality governance, this role plays a key part in developing team capabilities, operational maturity, and scalable CX standards across the department. 

This role is the operational backbone of our customer-facing functions, ensuring consistency, accountability, continuous improvement, and scalability as we grow. 

Key Responsibilities:

Quality Assurance & Standards 

• Lead the QA function across Akeed Care, Customer Success (Relations), and Onboarding 

• Design and implement QA frameworks, scorecards, and evaluation criteria for each function 

• Monitor and evaluate customer interactions across all channels (calls, chat, email, in-app) 

• Define and track quality KPIs aligned with each function's role in the customer journey 

• Establish operational governance and quality standards across customer-facing teams 

Operational Excellence 

• Build and maintain operational dashboards covering SLA, resolution time, CSAT, FCR, and adoption metrics 

• Identify operational gaps and bottlenecks; drive process improvements 

• Ensure compliance with internal workflows, escalation paths, and service benchmarks 

• Lead continuous improvement initiatives across CX-related processes 

• Drive operational maturity and scalable process design across the department 

Training & Capability Development 

• Design and run structured training programs based on QA insights and recurring gaps 

• Develop team capabilities and performance in alignment with expected quality standards 

• Coach team leads and specialists on quality standards, customer handling, communication, and tone 

• Develop onboarding curriculum for new hires across all three functions 

• Build a scalable library of playbooks, SOPs, scripts, and reference material to ensure operational consistency at scale 

Cross-Functional Collaboration 

• Partner with function heads (Akeed Care, Relations, Onboarding) to align on quality priorities and operational improvements 

• Collaborate with Digital Engagement on self-serve quality and content standards 

• Report quality performance, operational health, and improvement initiatives to CX leadership on a recurring cadence 

• 5+ years of experience in Quality, Operations, or Customer Experience roles 

• Proven experience in managing cross-functional teams or initiatives 

• Strong background in Customer Success, Sales Operations, or Revenue Operations is a plus 

• Excellent analytical, problem-solving, and reporting skills 

• Strong leadership and stakeholder management abilities 

• Experience with CRM systems and QA tools 

• Ability to thrive in a fast-paced, high-growth environment 

• Strong attention to detail and process-oriented mindset