Iranian Company in E-Commerce Industry
Annual Package: 1.6 – 2.2 billion Tomans
Responsibilities
· Build and scale the operational team and processes required to achieve business objectives.
· Utilize available market resources effectively to meet and maintain required SLA targets.
· Design, implement, and continuously improve operational processes to increase customer satisfaction.
· Lead and manage cross-functional teams, including process design and quality assurance, to develop, deploy, and monitor operational workflows.
· Analyze operational data to evaluate team performance, identify bottlenecks, and provide actionable business insights.
· Identify operational issues, perform root cause analysis, and drive sustainable solutions.
· Establish and maintain a framework for continuous process improvement across operations.
· Collaborate closely with business and commercial teams to gather requirements and align operational execution.
· Manage operational risks and lead crisis management efforts when issues arise.
· Ensure transparency by reporting operational KPIs, SLA performance, and process improvement outcomes to stakeholders.
Requirements
· Strong sense of ownership and accountability with a high level of responsibility.
· Minimum of 2 years of experience in operations management, preferably in an SLA-driven environment.
· Experience working in account management environments, including VIP or high-touch customer services.
· Excellent communication skills for stakeholder reporting and relationship management.
· Familiarity with process improvement methodologies such as Lean and Six Sigma.
· Experience using process management and optimization tools such as BPMS or similar systems.
· Strong analytical mindset with the ability to interpret data and translate it into actionable insights.
· Proven problem-solving skills with a critical and solution-oriented way of thinking.
· Ability to perform effectively in a fast-paced, dynamic, and high-pressure environment.
· Understanding of budgeting structures and calculation of operational costs, including OCPO.