Field Operations Manager Western Region📣 Job Ad

About the Role

Tygo is seeking a Field Operations Manager Western Region to establish and lead field operations for the Tygo application across the Western Region of Saudi Arabia, specifically in Jeddah, Makkah, and Medina. This full-time role is critical in bridging digital service requests with real-world execution, ensuring seamless delivery and activation of services for customers, particularly pilgrims, in hotels and other facilities.

Key Responsibilities

• Build the operational structure for the Western Region from the ground up, including human resources, operational mechanisms, and standard operating procedures.
• Recruit, train, and prepare field teams, such as field representatives and operations specialists, for peak seasons.
• Design operational schedules and geographical distribution plans for Makkah, Jeddah, and Medina, optimizing based on demand density and hotel locations.
• Establish and maintain a robust order tracking system from request receipt to customer activation notification.
• Translate incoming Tygo application requests into actionable field tasks for the team.
• Distribute tasks to field representatives based on geographical proximity and customer priority, including hotels and Hajj/Umrah campaigns.
• Oversee the direct delivery of SIM cards or packages to customers at their locations and ensure correct activation and service testing before departure.
• Identify and sell additional services in the field, such as data packages, renewals, and upgrades, based on visitor needs.

Problem Resolution and Continuous Improvement

• Address customer complaints in the field promptly, resolving issues such as non-functional SIM cards or package errors without immediate escalation to central technical support.
• Coordinate with telecommunication companies to resolve technical issues related to service activation or network performance.
• Submit daily reports to management detailing order volume, activation rates, recurring problems, and suggestions for improvement.
• Collect customer feedback on their Tygo experience to drive service and application enhancements.
• Propose improvements to the Tygo application or internal operations based on field observations and realities.
• Develop comprehensive training manuals and documented work procedures to ensure service continuity and scalability.

Peak Season Management

• Lead advance preparations for high-demand periods such as Hajj, Umrah, and Ramadan, including scaling up field representative numbers.
• Implement emergency plans to manage surges in demand, resource shortages, or technical malfunctions.
• Maintain a personal field presence during critical times to lead, motivate the team, and resolve immediate crises.

Qualifications and Requirements

• 5-10 years of overall experience, with 2-4 years specifically in the telecommunications sector, focusing on service activation or field sales.
• Prior experience in Hajj and Umrah services or field operations within hotels and holy sites is preferred.
• Demonstrated leadership skills with the ability to build, train, and motivate a team from scratch, especially under pressure.
• High degree of flexibility and willingness for extensive field work and travel between cities, particularly during peak seasons.
• Proficiency in both Arabic and English to effectively communicate with pilgrims and diverse customers.

Work Environment and Schedule

This role is primarily field-based, requiring a high level of on-site presence, complemented by an administrative component for planning and oversight. The work location covers Makkah, Jeddah, and will expand to Medina. Working hours are determined by business needs and may include evenings and holidays, especially during peak operational seasons.