Head of Operation

About the role

Madar is seeking an experienced and results-driven Head of Operations to lead and oversee the company's B2B logistics operations, ensuring efficient, scalable, and high-quality service delivery across the organization.

The ideal candidate will have strong experience in B2B logistics, transportation, supply chain, or logistics technology, with a proven track record of managing complex operations, optimizing processes, improving service levels, and leading high-performing operational teams.

In this role, you will be responsible for overseeing the end-to-end operational journey, from shipment execution and carrier coordination to delivery performance, issue resolution, and continuous operational improvement.

Key responsibilities

Lead and oversee end-to-end B2B logistics operations across the organization.

Ensure smooth and efficient execution of daily transportation and shipment activities.

Establish and maintain operational processes, policies, and SOPs.

Monitor operational performance and ensure compliance with agreed SLAs and service standards.

Identify operational challenges and implement effective solutions to improve efficiency and service quality.

Oversee shipment planning, execution, tracking, and delivery.

Manage relationships and operational coordination with carriers, fleet providers, logistics partners, and customers.

Ensure optimal utilization of transportation capacity and resources.

Monitor delivery performance, delays, cancellations, and operational exceptions.

Develop strategies to improve on-time delivery, fulfillment, and overall service reliability.

B2B customer operations

Ensure a seamless operational experience for B2B customers and strategic accounts.

Work closely with commercial and customer success teams to understand customer requirements and operational commitments.

Establish effective processes for handling escalations, complaints, and service issues.

Monitor customer satisfaction and identify opportunities to improve operational service delivery.

Work closely with product and technology teams to optimize logistics workflows and platform functionality.

Identify opportunities for automation, digitalization, and operational scalability.

Use operational data and analytics to identify bottlenecks and improve decision-making.

Support the continuous improvement of logistics systems, processes, and operational tools.

Lead, develop, and manage high-performing operations teams.

Establish clear responsibilities, targets, and performance expectations.

Monitor team performance and provide coaching and development.

Build a strong culture of accountability, operational excellence, and continuous improvement.

Performance & KPIs

Define and monitor key operational KPIs, including:

On-time delivery

Shipment success rate

Order/shipment fulfillment rate

SLA compliance

Cancellation rate

Exception & issue resolution time

Carrier performance

Customer satisfaction

Operational cost efficiency

Productivity & utilization

Prepare regular operational reports and provide insights and recommendations to senior management.

Develop and execute the operational strategy in line with business growth objectives.

Build scalable operational models to support business expansion.

Identify operational risks and develop mitigation plans.

Support new market, customer, and service launches from an operational perspective.

Continuously benchmark and improve operational processes and service standards.

Requirements

Bachelor's degree in logistics, supply chain, business administration, operations management, or a related field.

5 to 7 years of experience in operations, logistics, transportation, or supply chain.

Experience working with SaaS platforms, digital logistics solutions, or technology-enabled operations is a strong plus.

Strong experience in B2B logistics and transportation operations.

Experience managing complex, high-volume logistics operations.

Proven experience managing carriers, fleet providers, logistics partners, and enterprise customers.

Strong understanding of logistics technology, digital platforms, TMS, or transportation management systems is highly preferred.

Strong experience in operational KPIs, SLA management, process improvement, and performance management.

Excellent leadership, problem-solving, communication, and stakeholder management skills.

Strong analytical and data-driven mindset.

Experience in the Saudi/GCC logistics market is preferred.

Excellent command of English; Arabic is an advantage.