Operations Manager - Iraq

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      "state": "Cairo",
      "postalCode": "11511",
      "addressCountry": "Egypt"
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    "datePosted": "2026-05-23",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">About Taager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Taager.com is a leading social commerce platform reshaping e-commerce across the region. We empower online merchants, social sellers, and entrepreneurs by handling the heavy lifting—from sourcing high-demand products to managing warehousing, shipping, and cash collection. By bridging the gap between top-tier suppliers and a massive network of independent sellers, Taager enables anyone to start and scale their e-commerce business with zero upfront inventory costs.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">To support our rapidly growing ecosystem, we are seeking an </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Operations Experience Manager</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> who is passionate about building world-class support operations, driving efficiency, and delivering exceptional experiences to our community of merchants.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">Role Overview</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">As the Operations Experience Manager, you will lead the frontline team responsible for keeping Taager’s marketplace thriving. You will sit at the intersection of team leadership, data analysis, and process optimization. Your mission is to elevate our customer support operations, manage a high-performing team of representatives, and leverage technology to streamline workflows. By continuously refining our processes and tracking key metrics, you will directly impact merchant retention, operational cost reduction, and overall customer satisfaction.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">1. Team Leadership &amp; Performance Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Lead &amp; Mentor:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Oversee and manage a growing team of customer service representatives, providing daily guidance, professional development, and motivational leadership.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Onboarding &amp; Training:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Design and execute training programs to ensure the team is deeply knowledgeable about Taager's policies, tools, and evolving platform features.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Resource Planning:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Manage team scheduling, capacity planning, and volume forecasting to ensure consistent support coverage during peak seasons and flash sales.</span></li>\n<li><br></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">2. Operational Efficiency &amp; Process Improvement</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Cost &amp; Strategy Optimization:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Develop and implement strategic initiatives to maximize operational efficiency while aggressively reducing overhead and cost-per-contact.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Process Re-engineering:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Audit existing customer service workflows to identify bottlenecks, eliminate redundancies, and implement leaner, scalable processes.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Technology Utilization:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Fully leverage and optimize our CRM software (e.g., Zendesk, HubSpot, Freshdesk) and automation tools to enhance agent productivity and omni-channel support capabilities.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">3. Quality Assurance &amp; Customer Satisfaction</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">CSAT &amp; Loyalty Ownership:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Continuously monitor and analyze customer satisfaction (CSAT) levels, Net Promoter Scores (NPS), and seller sentiment to identify actionable areas for improvement.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">QA Frameworks:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Establish and enforce strict Quality Assurance (QA) standards, conducting regular ticket reviews and feedback loops to maintain a premium standard of service.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Critical Escalations:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Act as the ultimate point of escalation for complex merchant complaints, resolving high-priority issues with speed, empathy, and commercial fairness.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">4. Data-Driven KPI Tracking</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Metric Frameworks:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Track, analyze, and report on core Key Performance Indicators (KPIs), including First Response Time (FRT), Average Resolution Time (ART), Service Level Agreements (SLAs), and ticket volume trends.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Executive Reporting:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Translate support data into strategic insights for leadership, highlighting operational risks, product bugs, or fulfillment bottlenecks affecting the merchant experience.</span></li>\n<li><br></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">What Will Make You Successful</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Core Competencies</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Operational &amp; Analytical Excellence:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Exceptional ability to interpret support data, build reporting dashboards, and translate metrics into clear operational strategies.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">People Leadership:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> A proven leader who knows how to motivate frontline agents, foster a positive culture, and drive accountability.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Problem-Solving &amp; Agility:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Strong crisis-management skills; able to think on your feet, de-escalate high-pressure situations, and adapt to the fast-paced nature of a tech startup.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Tech-Savviness:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Deep familiarity with modern CRM systems, telephony software, workforce management tools, and AI/automation support integrations.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Experience &amp; Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Years of Experience:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> 4–6+ years of experience in Customer Operations, Customer Success, or Support Management, ideally within an E-commerce, Logistics, FinTech, or Marketplace ecosystem.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Leadership Track Record:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Minimum of 2 years in a direct supervisory or managerial role leading a customer-facing team.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Scale Experience:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Proven experience scaling customer support operations and implementing QA and KPI frameworks from the ground up.</span></li>\n</ul>",
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