Order Care Manager

Ninja; Al Khobar; On-site; SAR 150,000 - 200,000; Full time

Job summary

A dynamic team in Saudi Arabia seeks an Order Care Manager to oversee the order management process. This role involves managing the Order Care team, ensuring operational efficiency, and resolving customer cases. Ideal candidates will have a relevant Bachelor's degree and at least 7 years of experience in operations or customer support. Join us to enhance service quality and optimize the order fulfillment process.

Qualifications

• Minimum of 7 years of experience in Order Care, Operations, or Customer Support.

Responsibilities

• Lead and manage the Order Care team to ensure service quality.
• Oversee order management for accuracy and efficiency.
• Resolve escalated customer cases according to policies.
• Coordinate with teams for smooth order fulfillment.
• Monitor workloads to optimize operational efficiency.
• Analyze data for trends and improvement opportunities.
• Drive process improvements and quality audits.

Skills

Leadership

Performance tracking

Customer service

Operational efficiency

Education

Bachelor's degree in industrial engineering, Business, Logistics or related field

Job description

Ninja is searching for a detail-oriented and motivated Order Care Manager to join our dynamic team. In this pivotal role, you will be responsible for overseeing the order management process from start to finish, ensuring that our customers receive outstanding service and timely delivery of their orders.

Key Responsibilities

• Lead, coach, and manage the Order Care team, including performance tracking, KPIs, and development.
• Oversee the end-to-end order management process, ensuring accuracy, efficiency, and SLA compliance.
• Handle and resolve escalated customer–rider (captain) cases fairly and in line with policies.
• Coordinate with dispatch, stores, and internal stakeholders to ensure smooth order fulfillment.
• Monitor order queues, workloads, and turnaround times to optimize operational efficiency.
• Analyze Order Care and customer data to identify trends, root causes, and improvement opportunities.
• Drive process improvements, quality audits, and reporting to enhance service quality and customer satisfaction.

Requirements

• Bachelor's degree in industrial engineering, Business, Logistics, or a related field.
• Minimum of 7 years of experience in Order Care, Operations, Last-Mile, Customer Support, or a related operational field.