Operations Manager

Job Title: Operations Director

Company: TMDONE – National Delivery App

Location: Office No. 91, P Floor, Qatar Airways Building, Al Maaredh Street

Reports To: CEO

Overview:

TMDONE is seeking a strategic, results-driven Operations Director to oversee and optimize our core operations, including logistics and delivery, third-party logistics (3PL) partnerships, and the call center. This role is pivotal in ensuring exceptional delivery performance, customer satisfaction, and operational efficiency across the platform.

Key Responsibilities:

1. Operations & Logistics Management

             •           Oversee end-to-end delivery operations, ensuring timely, accurate, and cost-efficient order fulfillment.

             •           Develop, implement, and refine logistics strategies to improve delivery speed, coverage, and reliability.

             •           Manage fleet operations, routing systems, and delivery personnel performance.

             •           Optimize delivery cost structure while maintaining a high standard of service.

2. 3PL Oversight

             •           Identify, onboard, and manage relationships with third-party logistics providers.

             •           Monitor 3PL performance through KPIs and SLAs.

             •           Ensure alignment of external partners with TMDONE’s operational standards and customer expectations.

3. Call Center Leadership

             •           Direct call center operations (inbound and outbound), ensuring efficient handling of customer inquiries, complaints, and support issues.

             •           Implement tools and systems to track agent performance and improve first-contact resolution.

             •           Collaborate with customer care managers to develop training programs and scripts that enhance service quality.

4. Strategic Planning & Execution

             •           Collaborate with executive leadership to shape operational strategy in alignment with company goals.

             •           Drive continuous improvement initiatives across operations and customer care functions.

             •           Leverage data analytics to inform decision-making and enhance customer experience.

5. Team Management

             •           Lead, coach, and develop high-performing operations and call center teams.

             •           Establish clear goals, performance metrics, and accountability structures for all sub-departments.

             •           Foster a results-oriented, customer-centric culture.

Qualifications:

             •           Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field (Master’s preferred).

             •           Minimum 7–10 years of experience in operations management, preferably within the delivery or logistics tech sector.

             •           Proven experience managing call centers and 3PLs in a fast-paced environment.

             •           Strong leadership, communication, and project management skills.

             •           Data-driven mindset with experience in performance monitoring and optimization.

Preferred Skills:

             •           Experience in scaling tech-driven logistics operations.

             •           Knowledge of delivery app ecosystem and customer lifecycle.

             •           Familiarity with CRM systems, logistics software, and performance dashboards.