DUBZ is a technology start-up founded in Dubai in 2016 with a vision to redefine the travel experience. Specializing in off-airport check-in and baggage logistics, DUBZ offers innovative home or hotel check-in services as well as baggage collection and delivery services. Recognized for its innovation, DUBZ was selected as a winner of Intelak, the aviation and travel incubator program co-founded by the Emirates Group and other partners to nurture travel technology entrepreneurship in the UAE. As an Operations Manager, you will be responsible for overseeing the daily operations of DUBZ, managing the operational staff and contact centre agents, and ensuring smooth and efficient service delivery. You will require to have strong leadership, excellent problem-solving skills, and the ability to implement and manage operational tools and systems. In this role, you will
Team Management:
Supervise and manage a team of check-in agents, drivers, porters
Manage contact centre agents who handle B2C and B2B customer via various communication channels
Lead teams in operational and strategic projects aimed at improving processes, enhancing efficiency, and implementing new tools or systems
Manage team performance, including coaching, mentoring, and conducting performance evaluations
Operational Planning and Improvements:
Plan daily operations, especially during busy periods
Review and adjust resources based on operational requirements
Identify opportunities to improve operational efficiency through automation and new tools
Implement and manage operational tools and systems, including payment gateways and planning tools
Issue Resolution:
Address and resolve operational issues escalated by supervisors
Provide support and guidance to operations and contact center staff
Escalate to COO issues on a timely manner
Stakeholder Management:
Build and maintain strong relationships with external partners such as authorities, clients and service providers to ensure alignment with operational goals
Act as the primary point of contact between stakeholders and internal teams, addressing concerns and ensuring smooth collaboration
Communication & Reporting:
Serve as a liaison between operational staff and the COO for administrative requirements and daily issues
Prepare operational and financial reports, including monthly revenue and expense reports
