Head of Operations

About the Role

As Head of Operations, Saudi Arabia, you will lead the operational performance of Flow’s portfolio across the Kingdom, with direct oversight of General Managers and property leadership teams. You will be responsible for building and scaling the operational foundation of the business - ensuring exceptional resident experience, strong hospitality standards, operational consistency, and scalable processes across all properties.

This is a senior leadership role for someone with a strong hospitality and property management background who understands how to build systems, processes, and teams in a fast-scaling environment. You will play a critical role in defining how Flow operates in Saudi Arabia and in building the operational playbook that supports long-term growth.

Operational Leadership:

• Lead and manage General Managers across the Saudi portfolio, ensuring strong execution, accountability, and operational consistency.
• Drive operational excellence across all properties, including resident experience, maintenance, housekeeping, security, amenities, and hospitality services.
• Establish clear operational standards and ensure consistent execution across all communities.
• Conduct regular property reviews and operational audits to identify gaps and improvement opportunities.
• Build a culture of operational discipline, service excellence, and attention to detail.

Process Building & Scalability:

• Design, implement, and continuously improve operational SOPs, workflows, and service standards across the business.
• Build scalable operational systems that support rapid portfolio growth while maintaining quality and consistency.
• Create operational playbooks for property openings, staffing, training, maintenance, resident experience, and escalation management.
• Standardize reporting structures, KPIs, operational reviews, and accountability frameworks.
• Partner closely with product, development, and technology teams to improve operational tools and infrastructure.
• Identify operational inefficiencies and implement process improvements across the portfolio.

Property & Hospitality Operations:

• Oversee day-to-day property operations with a strong focus on hospitality, service culture, and resident satisfaction.
• Ensure all properties consistently deliver a premium hospitality-driven living experience.
• Partner closely with facilities, maintenance, and development teams to ensure assets are maintained to the highest standards.
• Drive operational readiness for new property launches, including staffing, systems, training, and service delivery.
• Help define and evolve brand standards for hospitality, presentation, and operational quality.

Financial & Performance Management:

• Own operational KPIs across the portfolio including occupancy, resident satisfaction, retention, service levels, and property performance.
• Partner with finance and commercial teams on budgeting, forecasting, and operational cost management.
• Develop dashboards and reporting mechanisms to monitor operational health and performance trends.
• Drive operational efficiencies while maintaining premium resident experience and service quality.

Leadership & Team Development:

• Recruit, mentor, and develop high-performing property leadership teams.
• Create clear accountability structures and performance expectations across operations.
• Foster a strong hospitality-led culture focused on professionalism, execution, and resident experience.
• Partner closely with country and global leadership teams to align operational strategy with company goals.

Ideal Background

• 10+ years of experience in hospitality, residential operations, property management, or operational leadership roles.
• Strong experience managing multi-site operations and leading senior property teams.
• Proven experience building operational systems, SOPs, and scalable processes in a growing organization.
• Hospitality background strongly preferred, particularly within premium residential, hotel, branded residence, or lifestyle hospitality environments.
• Deep understanding of operational excellence, resident experience, and service standards.
• Strong leadership presence with the ability to drive accountability and operational rigor.
• Experience operating within Saudi Arabia or the GCC strongly preferred.
• Arabic fluency is a plus.
• Builder mindset with comfort operating in a fast-paced, high-growth environment.