Head of Operations – Guest Care

Company Description Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. Accor Tech & Digital, jobs in the tech field where intelligence is above all human Job Description Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences. Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries. Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams. Here, your scope will know no boundaries; So join us and dare to make an impact on the world Here is where your greatest challenge awaits you: The Head of Operations, Guest Care is accountable for the end-to-end operational performance, quality delivery, and guest experience of Guest Care operations across all Middle East, Africa and Turkey. The role ensures operational excellence, consistent high-quality service, P&L breakeven, and profitable growth, while leading complex vendor ecosystems and embedding a guest-centric culture across all operational models. Your mission: Own end-to-end Guest Care operations for all in-scope markets, ensuring operational stability, service excellence, and consistently outstanding guest experience. Be accountable for quality and guest experience outcomes, ensuring Guest Care contributes directly to guest satisfaction, loyalty, and retention. Hold full P&L responsibility for the in-scope perimeter, balancing cost efficiency with revenue objectives and quality ambition. Define and steer vendor strategy, including selection, performance governance, and commercial negotiations. Enable and support business growth through scalable operating models and capacity planning. Lead and develop senior operational leadership, embedding a culture of accountability, performance, and guest-centricity. Act as a key operational partner to regional and global stakeholders, ensuring strong governance and alignment, grow profitably. Qualifications And you? Senior leadership experience in Contact Center / Customer Operations, in a multi-country or global environment. Strong track record in quality management and guest experience ownership at scale.. Deep experience in vendor management, outsourcing models Ability to balance cost efficiency with high-quality, guest-centric service delivery. Strong analytical and data-driven decision-making capabilities. Excellent stakeholder management and leadership skills. Fluent in Arabic and English; additional European languages are a plus. Additional Information Accor dares to impact: Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. - your career: We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. - Specifically, at Accor Tech & Digital: Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. Every Wednesday afternoon, dedicate your time to deep work and personal development. Work in a multicultural and English-speaking environment. Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. and also ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide. Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours). An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities. Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass). €10 meal vouchers. A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. Your talent and motivation are our only selection criteria. We value the richness of the diverse nationalities, personalities, and professional backgrounds. We know how to adapt to the specific needs of our employees, including those with disabilities. We encourage all applications, regardless of gender, so go ahead and apply Recruitment is all about people Is this mission appealing to you? Apply, and we will offer you: A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you. An interview with the team manager responsible for the role you are interested in. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. A feedbackli> #accortechdigital #J-18808-Ljbffr