Operations Manager

Job description

The Operations Manager owns day‑to‑day performance of the beneficiary service operation; ensures quick handling of requests, ticket closure within SLA, and correct classification of issues. Accountable for quality and consistency of the team’s output, development of junior members and interns, and coordination with development and other departments to resolve escalated technical issues end‑to‑end.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Information Systems or related field
• prior experience in operations, service delivery or customer support management role
• experience supervising a team and reviewing others' work quality
• working proficiency in Arabic and English
• experience with ServiceNow ticket management
• experience with Excel for reporting and analysis
• familiarity with technical support tools such as JIRA, Grafana, Metabase for reviewing reports and dashboards.

Skills