ROLE OBJECTIVE
The Chief Executive Officer will lead the transformation of Infoline, shifting the company from a traditional BPO and retail‑centric operator to a technology‑led, AI‑first Customer Experience (CX) and digital solutions provider. This transformation will be anchored by scalable platforms, proprietary intellectual property, and a strong regional footprint. The CEO will be accountable for restoring profitability by stabilizing and optimizing existing BPO and retail operations, while simultaneously evolving the business model from labor‑intensive, headcount‑based delivery to AI‑driven, platform‑ and outcome‑based services.
Key initiatives include building and owning an enterprise‑grade AI CX platform, embedding automation and human‑in‑the‑loop operating models, and delivering measurable improvements in productivity, service quality, and customer outcomes. Additionally, the CEO will drive regional and international expansion across the GCC by leveraging the assets and strategic relationships of Omantel, and by forming and commercializing partnerships with hyperscalers and AI ecosystem players through structured co‑selling and joint go‑to‑market models.
Business Model Transformation
- Lead a strategic reset of Infoline’s business model, decisively shifting from labor‑intensive, headcount‑based scaling to AI‑powered, productivity‑driven, and platform‑led growth.
- Stabilize and optimize existing BPO and retail operations by implementing automation, intelligent workflows, contract rationalization, and operational excellence, with the goal of improving margins, cash flow, and service quality.
- Redefine market positioning to establish Infoline as an AI‑first Customer Experience (CX) and digital solutions provider, moving beyond the traditional outsourcing paradigm.
- Drive expansion of AI‑driven CX and digital services across the GCC, leveraging the assets, relationships, and strategic support of Omantel Group to build a scalable, cross‑border delivery and go‑to‑market model.
- Develop an ecosystem‑led growth strategy by forming deep partnerships with hyperscalers and leading AI technology providers, including joint solutions, co‑selling, and regional market entry initiatives.
- Position Infoline as the preferred regional CX innovation partner for governments, enterprises, and regulated industries.
- Build and own an end‑to‑end AI CX technology stack, encompassing conversational AI, GenAI agents, journey orchestration, advanced analytics, quality automation, and omnichannel CX platforms.
- Ensure modularity, security, and scalability of solutions, enabling deployment and localization across diverse markets, languages, and regulatory environments.
- Retain strategic ownership of CX design, solution architecture, data models, and intellectual property to secure long‑term differentiation and control over core technology assets.
- Establish a dedicated CX innovation, focused on rapid prototyping, applied AI experimentation, localization (addressing language, cultural context, and regulatory requirements), and continuous improvement.
- Translate internal capabilities into productized CX platforms and repeatable solutions, facilitating regional commercialization and reducing reliance on bespoke or manpower‑heavy delivery models.
- Embed measurable outcomes—productivity, quality, and customer impact—into all AI‑enabled CX offerings.
- Define and communicate Infoline’s long‑term vision and transformation strategy aligned with Omantel ambitions.
- Lead Infoline’s evolution from a traditional BPO and retail‑centric operator to a technology‑led, AI‑first Customer Experience (CX) and digital solutions provider.
- Lead the cultural and operational transformation to a fast‑moving, agile, innovation‑led customer centric company
- Embed digital thinking, customer‑centricity, and outcome‑based service models into the organizational DNA
- Own financial performance including P&L, cash flow, capital allocation, and…
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