(Operations Manager)📣 Job Ad

About the Role

Shuhna Platform is seeking a dedicated and experienced Operations Manager to join its team in Al Hafuf, Eastern Region. This full-time position is pivotal for leading operational processes, enhancing performance efficiency, managing work teams, and improving customer and partner experiences. The role aims to achieve the platform's strategic objectives and foster its growth.

Key Responsibilities

• Oversee all daily operational processes of the platform.
• Manage the order lifecycle from receipt to shipping and delivery completion.
• Ensure operations adhere to the highest standards of quality and efficiency.
• Continuously develop and improve operational procedures.
• Prepare and update Standard Operating Procedures (SOPs).
• Build and manage relationships with shipping companies.
• Attract new partners to expand operational coverage.
• Monitor the performance of shipping companies and assess their service quality.
• Ensure partners comply with Service Level Agreements (SLAs).
• Address operational challenges with partners and find appropriate solutions.
• Supervise the customer service team.
• Follow up on all complaints and feedback, working to resolve them.
• Enhance the customer journey within the platform.
• Improve customer satisfaction and increase retention rates.
• Manage operations, customer service, and support teams.
• Distribute tasks and monitor their completion.
• Develop team performance and conduct regular evaluations.
• Foster a professional work environment based on achievement and collaboration.
• Analyze operational processes and identify opportunities for improvement.
• Collaborate with the technical team to develop the platform and add new features.
• Improve order fulfillment speed and reduce cancellation and delay rates.
• Propose technical and operational solutions that support platform growth.
• Monitor the operational control panel daily.
• Prepare weekly and monthly reports for management.
• Analyze performance indicators and take corrective actions.
• Provide data-driven recommendations for performance improvement.
• Ensure compliance with internal policies and procedures.
• Monitor the quality of services provided.
• Manage operational risks and develop business continuity plans.
• Ensure compliance with relevant regulations and laws.

Qualifications and Experience

• Bachelor's degree in Business Administration, Logistics Management, Industrial Engineering, or a related field.
• A minimum of 5 years of experience in operations management within the logistics services, land transport sector in Saudi Arabia, and digital platforms.
• Experience in managing multidisciplinary teams.
• Strong understanding of logistics operations and supply chains.
• Experience using operations management systems and monitoring dashboards.
• Proficiency in Microsoft Office and Google Workspace.
• Familiarity with CRM, ERP systems, and project management tools is preferred.

Essential Skills

• Leadership and team management.
• Planning and organization.
• Decision-making.
• Time management and prioritization.
• Data analysis and performance indicator analysis.
• Problem-solving and corrective action implementation.
• High-level communication and negotiation skills.
• Ability to work effectively under pressure.

Key Performance Indicators (KPIs)

• Increase order fulfillment success rate.
• Reduce order processing time.
• Improve customer satisfaction levels.
• Enhance the performance of transport companies and drivers.
• Reduce operational complaints.
• Improve Service Level Agreement (SLA) compliance.
• Increase operational efficiency and reduce costs.

Benefits and Work Environment

Shuhna Platform offers a competitive salary based on the candidate's experience and efficiency. The role provides a professional work environment with opportunities for continuous career development.