Operation Manager

azmtalent; Saudi Arabia; On-site; SAR 180,000 - 320,000; Full time

Job summary

azmtalent is seeking an Operations Manager to oversee the beneficiary service operation, ensuring rapid response, timely SLA closure, and accurate ticket routing. You will guide junior staff and interns, coordinate with development and other departments to resolve escalations end-to-end, and maintain essential SOPs and escalation matrices.

The role requires leadership in supervising a team, strong bilingual English/Arabic communication, and a track record of process improvement.

Qualifications

• Bachelor's degree required in a related field.
• Proven experience in operations/service delivery/customer support management.
• Experience supervising a team and reviewing others' work.

Responsibilities

• Own day-to-day performance against service standards: response speed and SLA closure.
• Supervise ticket handling and ensure consistent classification and prioritization.
• Review recurring ticket patterns and improve classification criteria.
• Produce periodic reports on SLA performance and ticket trends.
• Maintain and approve core operational documents like SLA, escalation matrix, and SOPs.
• Coordinate with development and other teams to resolve escalations end-to-end.
• Represent the Operations team in cross-functional and external meetings.
• Develop team members and interns with supervision and feedback.
• Identify opportunities for continuous improvement and automation in workflows.

Skills

Team leadership

Cross-functional collaboration

Process improvement

Reporting

Arabic language

English language

Education

Bachelor's degree in Business Administration/Operations Management/Information Systems

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-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.