Operations Manager

Job description

The role owns the day-to-day performance of the beneficiary service operation, ensuring requests are handled quickly and issues are correctly classified and routed. Key responsibilities include: owning overall performance against beneficiary service standards, supervising and quality-checking the classification and handling of incoming beneficiary tickets, and coordinating with the development team to resolve escalated and technical issues

Requirements

• Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field
• prior experience in an operations, service delivery, or customer support management role
• experience supervising a team and reviewing the quality of others' work
• proficiency in Excel and technical support tooling
• working proficiency in both Arabic and English
• familiarity with ServiceNow and other technical support systems

Skills