Operations Manager
Location
Abu Dhabi, UAE
Experience required
Minimum 3 years of experience in UAE with the same industry
Age preference
Under 40
Gender preference
Male
Key responsibilities
Courier operations management
Lead and manage daily courier and last-mile delivery operations.
Ensure achievement of delivery targets, SLAs, and service standards.
Monitor operational performance and drive continuous improvements.
Rider & fleet management
Oversee rider deployment, attendance, productivity, and utilization.
Ensure adequate manpower availability to meet business demand.
Coordinate with fleet teams for vehicle readiness and replacements.
Platform & client management
Manage operational relationships with aggregators and key clients.
Ensure compliance with platform requirements and service agreements.
Handle client escalations and operational reviews.
Performance & KPI management
Monitor delivery success rate, on-time performance, acceptance rate, and rider productivity.
Analyze operational data and implement corrective actions.
Drive productivity and efficiency initiatives.
Workforce planning
Forecast manpower requirements based on business demand.
Coordinate recruitment and onboarding requirements with HR.
Maintain optimal staffing levels across operations.
Vendor & outsourcing management
Manage outsourced courier partners and vendors.
Monitor vendor performance against agreed KPIs.
Optimize outsourced fleet costs and productivity.
Compliance & safety
Ensure compliance with UAE regulations and company policies.
Promote rider safety and operational best practices.
Investigate operational incidents and implement preventive actions.
Cost control & process improvement
Monitor operational expenses and identify cost-saving opportunities.
Improve operational workflows through automation and technology.
Support profitability through efficient resource utilization.
Reporting & management support
Prepare daily, weekly, and monthly operational reports.
Present performance insights and recommendations to senior management.
Support strategic initiatives and business expansion plans.
Customer service team management
Lead and manage the customer service team to ensure high levels of customer satisfaction and service quality.
Monitor customer inquiries, complaints, and escalations, ensuring timely and effective resolution.
Establish and track customer service KPIs, including response time, resolution time, and customer satisfaction scores.
Coordinate closely with operations and fleet teams to resolve service-related issues and improve the customer experience.
Preferred skills
Leadership & people management
Team leadership and workforce planning
Coaching and mentoring supervisors
Delivery performance management
Fleet utilization and productivity management
KPI dashboard analysis and reporting
Vendor and outsourced fleet management
Technical & operational skills
Advanced Excel, Google Sheets, and operational reporting
ERP and operational systems proficiency
High-volume courier and rider operations management
Demand forecasting and capacity planning
SLA and service quality management
Incident and escalation management
Decision-making & problem solving
Strategic thinking
Operational troubleshooting
Data-driven decision making
Crisis and escalation management
Root cause analysis
Operational excellence
Fleet coordination and asset utilization
Operational process improvement
Compliance and safety management
Performance management and productivity enhancement
Communication & stakeholder management
Client relationship management
Cross-functional collaboration
Negotiation and influencing skills
Conflict resolution
Executive reporting and presentation skills
Nationality preference
Arabic speakers are preferred. Not mandatory but preferred.
Language
Strong command in both English and Arabic (preferred)
Non-negotiable requirements
Must have rider management (minimum 100-200) experience in UAE and must have handled minimum 2000 shipments per day.
Energetic and proactive
Same industry experience