FAQs
What is the primary focus of the Operations & User Experience Manager role?
The primary focus of the Operations & User Experience Manager role is to ensure seamless and efficient operations while enhancing user experience across all touchpoints, involving oversight of operational KPIs, customer and partner relationships, and implementing initiatives to improve user satisfaction.
What qualifications are required for this position?
Candidates should hold a Bachelor’s degree in Business Administration, Operations Management, UX Design, or a related field, with a Master’s degree preferred. Additionally, a minimum of 5 years of experience in operations management and user experience within the e-commerce or delivery industry is required.
What experience is preferred for applicants?
A proven track record of managing complex projects in a fast-paced, dynamic environment, as well as experience working with cross-functional teams, is preferred for applicants to this position.
What are some key responsibilities of the Operations & User Experience Manager?
Key responsibilities include monitoring operational KPIs, developing strategies to optimize performance and user experience, coordinating cross-functional interventions, mapping customer and vendor journeys, managing compliance policies, and implementing budget controls related to customer and vendor compensation.
How does this role contribute to customer experience management?
This role contributes to customer experience management by mapping and assessing customer journeys, identifying pain points, developing policies to enhance the customer experience, and monitoring processes for improved customer interactions.
Will I work with cross-functional teams in this position?
Yes, the Operations & User Experience Manager will coordinate with cross-functional teams, including sales, product and tech, customer support, and logistics, to ensure alignment and collaboration on operational processes.
What skills are essential for this role?
Essential skills include strategic thinking and problem-solving, data analysis and decision-making abilities, strong project management and organizational skills, a customer-focused approach, and a keen attention to detail.
Is a background in user experience design important for this role?
Yes, a strong understanding of UX principles, methodologies, and tools is important for the Operations & User Experience Manager, as they will be tasked with enhancing user satisfaction across various touchpoints.
What regions does the company operate in?
The company operates across 9 countries in the MENA region, including Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE.
What innovations has the company introduced in the MENA region?
The company has introduced several innovations such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones to improve the delivery experience in the MENA region.