Operations Coordinator

OSN; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Field Operations Manager to oversee operations across the MENA region. This role involves ensuring service excellence and operational efficiency, coordinating with teams, and managing daily tasks. The ideal candidate will have a strong background in telecommunications, exceptional organizational skills, and a commitment to customer satisfaction. Join a dynamic team and make a significant impact in a fast-paced environment, where your leadership and analytical skills will drive continuous improvement and operational success.

Qualifications

• 3+ years of experience in field operations management in telecommunications.
• Strong knowledge of service management systems, particularly Adadee.

Responsibilities

• Monitor and coordinate field operation teams across the MENA market.
• Ensure high customer satisfaction through quality service delivery.

Skills

Field Operations Management

Service Management Systems

Organizational Skills

Analytical Skills

Team Leadership

Fluent in English

Fluent in Arabic

Microsoft Excel

Tools

Adadee

Workforce Management Tools

Job description

Position Overview

This role will report directly to the Customer Operations Manager and will be responsible for overseeing field operations across the MENA region, ensuring service excellence and operational efficiency.

Key Responsibilities

• Monitor and coordinate field operation teams across the MENA market
• Manage daily tasks and track all work orders to ensure timely completion
• Verify work orders are properly categorized and attended to according to schedule
• Coordinate with installation partners to ensure unscheduled work orders receive prompt customer contact for appointment setting
• Provide timely email communication and ensure installation partners resolve all customer inquiries promptly
• Monitor the Adadee system to ensure work orders are completed within SLA requirements
• Enforce compliance with Installation Checklist standards for all technician visits
• Verify proper documentation including required photographs in the Adadee system
• Conduct regular team meetings to review performance targets, share business updates, and address operational challenges
• Ensure high customer satisfaction through quality service delivery
• Take ownership of operational tasks, reports, and administrative duties
• Collaborate with Line Manager on reporting requirements and develop new reporting solutions as needed
• Identify and implement process improvement opportunities
• Track KPIs and operational metrics to drive continuous improvement
• Coordinate with internal and external stakeholders to align operations with business goals
• Monitor service quality and customer satisfaction levels
• Plan and manage technical capacity and capability in the Adadee system
• Cover commercial technician management in KSA and commercial operations across MENA during Line Manager absence

Required Qualifications

• Minimum 3+ years of experience in field operations management, preferably in telecommunications or technology services-must have
• Strong knowledge of service management systems (experience with Adadee is highly preferred)- must have
• Excellent organizational and multitasking abilities
• Strong analytical skills with experience in KPI tracking and performance management
• Proven experience in team leadership and supervision
• Fluent in English and Arabic- Plus
• Proficient in Microsoft Office suite, particularly Excel for reporting and analysis

Preferred Skills

• Experience in the telecommunications or media industry
• Knowledge of the MENA market and regional business practices
• Previous experience with field technician scheduling and dispatch
• Strong customer service orientation
• Problem-solving ability and process improvement mindset
• Experience with workforce management tools and systems
• Ability to work under pressure and manage multiple priorities
• Strong communication and interpersonal skills