Operation Manager

Saudi Azm; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Saudi Azm is seeking an Operations Manager to own the day-to-day performance of the beneficiary service operation, ensuring requests are handled quickly, tickets are closed within SLA, and issues are properly classified and routed.

You will lead and develop junior team members and interns, coordinate with the development team and other departments to resolve escalations end-to-end, and drive continuous improvement in ticket handling and reporting.

Qualifications

• Bachelor's degree in a relevant field is required.
• Experience in operations, service delivery or customer support management is required.
• Experience supervising a team and reviewing others' work is required.
• Proficiency in Arabic and English is required.

Responsibilities

• Own overall performance against service standards: response speed, SLA closure, and accurate classification.
• Quality-check classification and handling of incoming tickets for consistency.
• Review recurring patterns and improve classification criteria and processes.
• Produce periodic reports on SLA performance and ticket trends for meetings.
• Maintain and approve core operational documents including SLAs and escalation matrices.
• Coordinate with development on technical and integration issues affecting beneficiaries.
• Represent the Operations team in cross-functional and external meetings; manage escalations.
• Develop team members and interns with supervision and feedback; coordinate AZEM placements.
• Identify opportunities for continuous improvement and automation in ticket workflows.

Skills

Ops management

Team supervision

Bilingual Arabic & English

Stakeholder management

Education

Bachelor's degree in Business Administration/Operations Management

Tools

ServiceNow

Excel

JIRA

Grafana

Metabase

Job description

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‑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.