Director of Operations

3 weeks ago

Muscat, Muscat, Oman TM DONE تم دن Full time

Reports To: CEO

Overview:

TMDONE is seeking a strategic, results-driven Operations Director to oversee and optimize our core operations, including logistics and delivery, third-party logistics (3PL) partnerships, and the call center. This role is pivotal in ensuring exceptional delivery performance, customer satisfaction, and operational efficiency across the platform.

Key Responsibilities:

  1. Operations & Logistics Management
    • Oversee end-to-end delivery operations, ensuring timely, accurate, and cost-efficient order fulfillment.
    • Develop, implement, and refine logistics strategies to improve delivery speed, coverage, and reliability.
    • Manage fleet operations, routing systems, and delivery personnel performance.
    • Optimize delivery cost structure while maintaining a high standard of service.
  2. 3PL Oversight
    • Identify, onboard, and manage relationships with third-party logistics providers.
    • Monitor 3PL performance through KPIs and SLAs.
    • Ensure alignment of external partners with TMDONE's operational standards and customer expectations.
  3. Call Center Leadership
    • Direct call center operations (inbound and outbound), ensuring efficient handling of customer inquiries, complaints, and support issues.
    • Implement tools and systems to track agent performance and improve first-contact resolution.
    • Collaborate with customer care managers to develop training programs and scripts that enhance service quality.
  4. Strategic Planning & Execution
    • Collaborate with executive leadership to shape operational strategy in alignment with company goals.
    • Drive continuous improvement initiatives across operations and customer care functions.
    • Leverage data analytics to inform decision-making and enhance customer experience.
  5. Team Management
    • Lead, coach, and develop high-performing operations and call center teams.
    • Establish clear goals, performance metrics, and accountability structures for all sub-departments.
    • Foster a results-oriented, customer-centric culture.

Qualifications:

  • Bachelor's degree in Business Administration, Logistics, Supply Chain, or related field (Master's preferred).
  • Minimum 7–10 years of experience in operations management, preferably within the delivery or logistics tech sector.
  • Proven experience managing call centers and 3PLs in a fast-paced environment.
  • Strong leadership, communication, and project management skills.
  • Data-driven mindset with experience in performance monitoring and optimization.

Preferred Skills:

  • Experience in scaling tech-driven logistics operations.
  • Knowledge of delivery app ecosystem and customer lifecycle.
  • Familiarity with CRM systems, logistics software, and performance dashboards.
Seniority level

Director

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Technology, Information and Internet

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