The Operations Manager owns the day-to-day performance of the beneficiary service operation — ensuring requests are handled quickly, tickets are closed within SLA, and issues are correctly classified and routed. The role is accountable for the quality and consistency of the team's operational output, for developing junior team members and interns, and for coordinating with the development team and other departments to resolve escalated and technical issues end-to-end.
Key Responsibilities
Own overall performance against beneficiary service standards: response speed, SLA closure rate, and accuracy of request classification and prioritization.
Supervise and quality-check the classification and handling of incoming beneficiary tickets, ensuring consistent application of team criteria.
Review recurring ticket patterns and act on team recommendations to improve classification criteria and operational processes.
Oversee the production of periodic operational reports on SLA performance and ticket trends, and present them in relevant meetings.
Maintain and approve the team's core operational documents, including the SLA definitions, the escalation matrix, and standard operating procedures.
Coordinate with the development team on technical and integration issues affecting beneficiaries, ensuring follow-through to resolution.
Represent the Operations team in cross-functional and external meetings, and manage relationships with other departments involved in escalations.
Develop team members and interns, including acting as or assigning a training partner for AZEM placements, with regular supervision and feedback.
Identify opportunities for continuous improvement and automation in ticket handling and reporting workflows.
Required Qualifications & Experience
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.
Working proficiency in both Arabic and English.
Tools & Systems
ServiceNow (ticket management)
Excel (reporting and analysis)
Familiarity with technical support tooling used by the team (e.g., JIRA, Grafana, Metabase) sufficient to review reports and dashboards produced by the team.