Senior Operations Manager

Quiqup's vision is to become the driving force behind the success of the rapidly growing e-commerce ecosystem in the MENA region. The company aims to shape the future of e-commerce in the Middle East by enabling businesses to concentrate on growth while Quiqup handles all post-checkout operations. Quiqup is committed to making the e-commerce experience in the MENA region as seamless and efficient as possible by providing an API-driven, modern, and configurable solution that caters to both startups and enterprise-grade merchants. By doing so, Quiqup is creating a platform that enables businesses to enhance their shopper's experience, obtain valuable shopper data, and provide a consistent and digitised experience. Quiqup's mission is to solve the complex and costly issue of post-checkout operations for e-commerce businesses in the MENA region, making it accessible and affordable to enterprises and SMEs alike.

About the role:

Quiqup has historically been strongly present on the domestic last mile delivery for e-commerce merchants, and is currently building its product and operations along the e-commerce logistics value chain - in particular on fulfillment. Orders fulfilled by Quiqup represent today only 10% of our total deliveries, but are aimed to reach >25% of total volume within a year while Quiqup aims at growing by 50%+ overall. We are therefore aiming at growing our fulfilment business by 4x. For this, we need to build scalable operations, while providing a seamless integrated experience to our clients.

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.

About the team you will be a part of:

The Operations Department is the beating heart of the company. It touches every element of Quiqup; it is, quite literally, the nuts and bolts of the business, the glue that holds it all together. It's what ensures our clients and customers get what they want, when they want it, how they want it - in great condition. The operations team comprises of four primary functions:

1. Fleet operations who ensure that we have a healthy, performing, motivated fleet of couriers acting as a positive reflection on the Quiqup brand.
2. Cross docking operations who are responsible for ensuring parcels are collected from our clients and out on the road in record time to meet our aggressive delivery SLAs.
3. Fulfillment operations who are responsible to manage our inbound, storage and pick & packing operations for clients whose stock is stored at Quiqup facilities (or partners).
4. Live operations who are the eagle eyes constantly monitoring all movement and proactively solving problems between couriers, clients and customers.

The Operations Senior Manager will be reporting to the Head of Operations. The Fulfillment Operations team is comprised of:

1. You
2. Junior managers supervising day-to-day operations across our facilities.
3. Warehouse fulfillment associates fulfilling orders for our in-house operations.

What you'll be doing:

Building a high performing team and coordinating across departments:

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

Strategy and planning:

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

Partner Facility Coordination:

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

Client Onboarding & Relationship Management:

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

Operations & Process Improvement:

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

About your technical skills and experience:

1. Bachelor's degree in business, logistics, supply chain management, or a related field. A Masters degree is desirable.
2. 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.
3. MS Excel / Google Sheets wizard - this is an analytical role and you should be able to make decisions based on data.
4. Strong understanding of supply chain processes and logistics operations.
5. Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
6. Ability to manage multiple tasks simultaneously and prioritise workload effectively.
7. Technical proficiency with basic integration tools (APIs) and systems is a plus.
8. Willingness to learn and grow within a fast-paced startup environment.

Culture fit and background:

1. You thrive in a fast-paced startup and are able to work in a high pressure environment.
2. Positive and proactive nature, ready to get things done.
3. Entrepreneurial mindset, independent thinker who is not afraid to get their hands dirty, try new things, solve problems and move fast.
4. Excellent leadership skills with a passion for building and managing a high performing team.
5. Passion for developing relationships and finding creative solutions to match the needs of multiple stakeholders.
6. Obsessed with maintaining highest quality standards.
7. Takes pride in their work and developing a professional reputation in the market.
8. Commercially minded, entrepreneurial self-starter with a strong ability to spot new opportunities.
9. Ability to manage multiple projects while prioritising workload.
10. Super tech-savvy and has a good understanding of digital product development.

What's in it for you:

1. The potential to build something transformational.
2. The chance to do something you'll tell stories about.
3. An independent and autonomous company culture.
4. An invitation to make an impact from Day 1.
5. An international and diverse group of people.
6. And the usual stuff- competitive compensation package, Medical insurance, healthy (and not so healthy!) snacks.