Customer Support Operations Manager

Description:

We are seeking a highly experienced and proactive Operations Manager to join our growing team in Pakistan. This role is designed as a long term ascension track opportunity for individuals capable of taking ownership, leading teams, and driving operational excellence within a fast paced transportation environment. The ideal candidate will possess strong leadership capabilities, excellent communication skills, and a proven background in operations management, logistics, customer support, or related industries.

Key Responsibilities

• Oversee daily dispatch and operational activities to ensure smooth execution of services.

• Monitor live operations, identify risks proactively, and ensure timely issue resolution.

• Manage and lead operational teams while maintaining accountability and performance standards.

• Coordinate with affiliates, chauffeurs, reservations, and internal departments to maintain service quality.

• Handle escalations involving service disruptions, client concerns, and operational incidents.

• Ensure proper documentation, reporting, and shift handovers across all operational activities.

• Maintain operational KPIs including on time performance, response times, affiliate compliance, and service recovery standards.

• Train, mentor, and develop team members while promoting a high performance culture.

• Improve SOPs and operational workflows to strengthen efficiency and service delivery.

• Provide regular operational reporting and updates to leadership.

Qualifications & Skills

Experience: 8 to 10 years of professional experience in management or leadership roles. Experience within logistics operations, transportation, dispatch, or customer support environments will be highly preferred.

Leadership Skills: Strong decision making abilities with the capability to manage teams under pressure and maintain operational discipline.

Communication Skills: Exceptional spoken and written English communication skills are required. Neutral or professional accent is highly preferred.

Operational Skills: Ability to multitask, prioritize effectively, and handle high pressure situations in real time.

Technical Skills: Comfortable using operational systems, CRMs, reporting tools, and communication platforms.

Work Ethic: Must be highly dependable, proactive, detail oriented, and capable of working independently without supervision.