Customer Operations Manager- Jordan
Foodics, Jordan

About Foodics

Proudly voted the best place to work in 2021-2022, Foodics, one of the most promising SaaS companies in MENA, was founded in 2014 in KSA with headquarters in Riyadh and offices in the United Arab Emirates Jordan, Kuwait, Egypt, Pakistan, and the Netherlands.

FOODICS is the leading Restaurant-Tech company in MENA and a pioneer in the regional Famp;B industry. Foodics is currently undergoing rapid expansion across MENA, Pakistan, Africa and Asia, servicing over 20,000 brands , and has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

We provide a cloud-based point-of-sale SaaS ecosystem with tools that help Famp;B, and retail businesses start, track and grow. Our customers use Foodics to accept payments, track inventory, monitor sales, process orders, digitize menus, manage employees, create analytics and smart reports, provide secure cloud storage and enable the integration of third-party apps.

We pride ourselves on recognizing and retaining talent while promoting creativity and efficiency. We are constantly looking for people to help shape and be a part of our bright future!

Our Purpose: To create a growth-accelerating platform that enables the restaurant ecosystem to achieve the most remarkable performance

Our Vision: To be the most trusted one-stop-shop software amp; financial platform for restaurants

Our Mission: to empower every person who contributes to the success of a restaurant business and provide finance to fuel its growth

About the Role

To all of you operations masters, we have a role for you in Jordan as Customer Operations Manager! This job plays a vital role in training, coaching, and counseling all operations divisions through strategizing process improvements to ensure everyone completes their tasks on schedule.You will be in charge of supervising customer success, support, and professional services teams in Jordan and providing support and guidance to local teams in regional teams in Kuwait, Iraq and XXX

If you are an expert in engaging with employees and making the workplace more effective and efficient.you may be the one for this job!

Main tasks and responsibilities

• Manage the end-to-end customer relationship with Foodics from onboarding till renewal/Exit in relevant markets
• Collaborate with Group/Global teams on customer life stages and localize it as per the markets assigned- meeting standard KPIs, SLAs and goals assigned by the global team.
• Analyze and report market status in revenue, sentiment, and health and provide recomendations as needed.
• Ensure the highest satisfaction and advocacy in the assigned market, and provide actionable insghts when possible.
• Ensure a phenomenal customer journey through all operations touch points with Foodics customers, monitor, measure and report actual perfroamcen against set goals and SLAs
• Report and improve the operations division's performance.
• Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
• Maintain a healthy work environment by establishing, following, and enforcing standards and procedures
• Recruit, train, assign, coach, counsel, and discipline employees.

Requirements

• BS Degree in Information Technology, Computer Science, Management Information Systems, or a relevant field
• A proven deep experience in Customer Success/ customer operations roles in a managerial capacity
• Strong people leadership skills, assertiveness, and ability to manage devised multi-locational teams
• Experience in Information Technology / Software and/ or Software-as-a-Service (SaaS) products is a strong pulse
• High communication skills, ability to handle teams in different locations and setups
• Fluent in English and Arabic is a must.
• Advanced reporting skills, using office applications, especially Excel- and ability to build operational dashboards and present to senior leadership team
• Flexible to work in a fast-paced and evolving environment

Benefits

• We offer a people-focused culture that fosters inclusion, diversity, innovation, and a flexible work setup: remotely, in-office, and hybrid models.
• A performance-based company that offers 30 calendar days of vacation, 30 days of work from anywhere, excellent career advancement opportunities, and lucrative compensation, including bonuses and company shares potential
• Working in a hyper-growth environment, you will enjoy numerous learning and career development opportunities.
• Accelerated learning opportunities - att

Job Rewards and Benefits