Job description

At Quiqup, we're changing the E-commerce landscape in the MENA region to the next level of the digital economy; an upgrade to Q-commerce. Providing access, learning, resources and technology to all merchants be it small sized, medium sized and large enterprises to faster serve their customers. Just as the F&B industry got disrupted with immediate on-demand deliveries - until it became the norm, we are on a mission to touch and disrupt every consumer facing industry including and not limited to beauty, fashion, pharma and consumer electronics. We will help established businesses online move from 1-2 days delivery lead times, to a delivery within 60 minute. We will also help offline businesses enter the Q-commerce world through a full service proposition and equip them to compete in the digital world. We aim to open the Q-commerce world to all and add value across the spectrum. We’re transforming the way goods are traded, how they are moved around our streets, for better cities, better business and all round better living.

Quiqup has cemented its position as UAE market leader in the fast delivery space and is about to enter a hyper growth phase with targets of well over 200% YOY. We are looking for an experienced, highly ambitious and inspirational Live Operations Manager to take on the leadership of our Live Operations Team and achieve our ambitions. The future of the business will rest on our ability to meet these growth targets, which will only be possible if we have the best performing team in the world with an obsessive focus on client experience, satisfaction and reliability.

About the team you will be a part of:

The Operations Department is the beating heart of the company. It touches every element of Quiqup; it is, quite literally, the nuts and bolts of the business, the glue that holds it all together. It’s what ensures our clients and customers get what they want, when they want it, how they want it - in great condition.

The operations team currently comprises of four primary functions:

• Cross docking/ fulfilment operations who are responsible for ensuring parcels are collected from our clients and out on the road in record time to meet our aggressive delivery SLAs

• Live operations who are the eagle eyes constantly monitoring all movement and proactively solving problems between couriers, clients and customers to ensure all parcels – both food and commerce - are delivered within SLAs

• Fleet operations who ensure that we have a healthy, performing, motivated fleet of couriers acting as a positive reflection on the Quiqup brand

• Partner operations who are responsible that we are well coordinated across the different functions, the rest of the business, we have reporting and data available to make key business decisions and that we are constantly focused on process improvements

The Customer Service function currently sits inside the Live Operations team. This will be broken out and form its own standalone function within the Operations team.

Your responsibilities:

• Build and manage a Customer Service team that provides the highest quality of service to Clients and Customers resulting in high satisfaction and NPS across all stakeholders

• Improving customer service experience, create engaged customers and facilitate organic growth

• Taking ownership of customers issues and following problems through to resolution

• Setting a clear mission and deploying strategies focused towards that mission

• Develop team operating procedures, policies and standards and ensure they are being consistently followed

• Ensuring that we are constantly meeting SLAs and providing best in class service to our customers and partners

• Implementing, monitoring and reviewing team KPIs and implementing interventions to continually improve these metrics

• Monitoring and identifying trends negatively impacting customer experience and driving corrective action across the organisation to address these

• Responding to customer inquiries through problem resolution and co-ordination across business functions

• Tackling and resolving any issues or complaints that may arise

• Investigating reasons for inconsistencies or delays and implementing actions to prevent reoccurrence

• Representing the team in front of clients and customers as required

• Collaborate with other functions to close operational gaps

• Facilitate communication between all internal business functions, couriers as well as external stakeholders (clients and customers)

• Interviewing, hiring and training of new team members

• Individual performance management of all members of the team including coaching, attendance, punctuality, efficiency, reviews, discipline and recognition

• Developing an environment that fosters open and positive team communication by setting expectations, and communicating the team’s and company’s goals or objectives

• Ensuring that the team has the resources available to effectively and efficiently perform their duties

• Maintaining complete and up to date operating procedures for all areas you are responsible for

• Working with product team to ensure that operational requirements are considered within their roadmap

• Contributing to product research to ensure that product team clearly understands business requirements and can deliver functional solutions

About your technical skills and experience:

• At least 3 years experience managing a customer service function within the SAAS, e-commerce or last-mile industries

• At least 2 years experience in startup or technology company

• Engineering background or MBA graduate or an MA in Business, Economics or similar

• MS Excel/ Google Sheets wizard

• This is an analytical role - you should love numbers, be able to spot trends, make decisions based on data and most importantly, implement these decisions to positively impact performance metrics

• Knowledge of e-commerce logistics space would be a bonus

Competencies:

• Good Excel/ Google sheet knowledge

• Strong communication skills

• Structured approach to project delivery

• End-to-end delivery of projects from idea phase to post implementation monitoring

• Curious about learning new processes and tools

• Strong leadership and people management skills

• Positive representation of Quiqup in front of clients, couriers and customers

• Creative thinker and problem solver

• Adaptable to different situations and ability to evolve through time

• Can perform under pressure while maintaining a professional demeanour

• Ability to convince and sell ideas and processes to a wider audience with the goal of creating alignment and buy-in

• 100% reliable to deliver on all items under remit

• Resourceful and industrious to source contact across potential partners

• Thrives in a fast-paced and highly pressurised environment

What's in it for you?

• The potential to build something transformational

• The chance to do something you’ll tell stories about

• An independent and autonomous company culture

• An invitation to make an impact from Day 1

• An international and diverse group of people

• And the usual stuff- competitive compensation package, stock options, medical insurance, office dogs, healthy (and not so healthy!) snacks