Senior Operations Manager

Location: Dubai, UAE (relocation package given if from overseas)

Salary: 25,000-27,000 AED/month

Requirements:

• Bachelor's degree in business, logistics, supply chain management, or a related field. A Master's degree is desirable.
• 5+ years of experience in operations, client services, or project coordination, preferably in the logistics or e-commerce industry. Direct experience in fulfillment is a strong plus.
• MS Excel / Google Sheets wizard - this is an analytical role and you should be able to make decisions based on data.
• Strong understanding of supply chain processes and logistics operations.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.
• Technical proficiency with basic integration tools (APIs) and systems is a plus.
• Willingness to learn and grow within a fast-paced startup environment.
• You thrive in a fast-paced startup and are able to work in a high-pressure environment.
• Positive and proactive nature, ready to get things done.
• Entrepreneurial mindset, independent thinker who is not afraid to get their hands dirty, try new things, solve problems and move fast.
• Excellent leadership skills with a passion for building and managing a high performing team.
• Passion for developing relationships and finding creative solutions to match the needs of multiple stakeholders.
• Obsessed with maintaining highest quality standards.
• Takes pride in their work and developing a professional reputation in the market.
• Commercially minded, entrepreneurial self-starter with a strong ability to spot new opportunities.
• Ability to manage multiple projects while prioritizing workload.
• Super tech-savvy and has a good understanding of digital product development.

Key Responsibilities:

Building a high performing team and coordinating across departments:

• Own business plan of fulfillment business unit coordinating with sales for the growth part.
• Partner with sales team to support new client acquisition.
• Work with product team to influence roadmap based on operational needs.
• Hire, mentor and train team members on operational best practices.
• Facilitate communication between different departments and external partners.
• Coordinate with customer support to resolve client issues.

Strategy and planning:

• Develop and execute the long-term fulfillment operations strategy aligned with company goals.
• Identify and evaluate new fulfillment partners and markets for business expansion.
• Design contingency plans for peak seasons and potential operational disruptions.

Partner Facility Coordination:

• Build and maintain strong relationships with fulfillment facility partners.
• Conduct regular performance reviews with facility partners.
• Negotiate and manage service level agreements (SLAs).
• Coordinate capacity planning with facilities to handle volume fluctuations.
• Implement standardized processes across partner facilities.

Client Onboarding & Relationship Management:

• Drive the end-to-end client onboarding process, from initial kickoff to successful launch.
• Develop and maintain comprehensive onboarding documentation and training materials.
• Conduct regular client reviews to ensure satisfaction and identify growth opportunities.
• Serve as the primary point of contact for escalated client issues and strategic discussions.
• Proactively communicate updates, changes, and improvements to clients.

Operations & Process Improvement:

• Drive the end-to-end client onboarding process, from initial kickoff to successful launch.
• Develop and maintain comprehensive onboarding documentation and training materials.

About the role:

We are looking for an experienced, highly ambitious and inspirational Operations Senior Manager to take on the leadership of our Fulfillment Operations team and achieve our ambition. The future of the business will rest on our ability to meet these growth targets, which will only be possible if we have the best performing operations team with an obsessive focus on client experience, satisfaction and reliability.