Operations Executive

Emira Talent· Dubai, United Arab Emirates (On-site)  

About the job

We are currently hiring an Operations Executive on behalf of a rapidly growing e-commerce company at an exciting stage of exponential growth for the company after its acquisition by a Global Business. This is a Customer Experience-focused role, where you will be instrumental in analyzing and improving the way this business interacts with its customers. We are looking for someone with a strong command of CX Management and reporting who’s able to form new Operating procedures and execute them effectively.

Responsibilities of Operations:

Operations and Process Management

• Transforming operations to be highly customer experience-centric through various initiatives.
• Define customer experience attributes across various touchpoints, and measure and manage all relevant metrics in a highly coordinated manner.
• Conduct process mapping, identify bottlenecks, and continuously monitor and implement improvements to all processes and workflows.
• Create, revise, simplify, and optimize back-office operational tasks, processes, and SOP’s.
• Provide real-time problem-solving support and intervention to operational teams.
• Develop training programs focused on processes and SOPs for internal and external teams managing service delivery and customer experience.
• Prepare and deploy internal business knowledge management tools and platforms.
• Continuously maintain and keep up-to-date all business process documentation.
• Conduct regular assessment and training activities for internal and external support teams.
• Identify and plan optimization for CRMs and other technology platforms to enable efficient back-office and customer support operations at scale.
• Prepare process and technology integration plans for various platforms to speed up information access and cross-platform data sharing.
• Maintaining relationships with technology providers.

Customer Experience Planning

• Conducting customer support traffic forecasting, capacity, and capability planning activities
• Optimize contact center processes and operations to deliver the customer experience, service levels, and metrics while at the same time driving efficiency.
• Conduct training needs assessments and prepare and execute the training activities on a regular basis.
• Conduct regular QA activities to ensure that all teams adhere to and comply with the set processes and SOP’s.
• Manage the technology platforms being used for customer support.
• Maintaining relationships with external service providers.

Requirements for Operations:

• Minimum bachelor’s degree in a Math, Engineering, or Management-related field (e.g., marketing, business, economics, or finance) from a reputable university.
• You have a minimum of 3 years of experience in an operations role at a startup or an established e-commerce company.
• You have worked with large technology companies or in fast-paced startup environments.
• You have experience in managing day-to-day e-commerce operations and you have managed customer experience and support functions.
• You have good analytical and quantitative skills and are comfortable with numbers, reports, and analysis.
• Intermediate or advanced MS Excel and data manipulation skills Knowledge of database tools such as Tableau is a plus.
• You are comfortable using various computer tools online CRM and basic office communication tools.