Head of Operations

Who Are We❓

We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics 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.

The Job in a Nutshell💡

Based in the UAE, this Head of Operations role is pivotal to Foodics’ mission of delivering outstanding customer experiences and operational excellence. As the Head of Operations, you will oversee key customer-facing and operational functions, ensuring high levels of satisfaction, retention, and revenue growth. This leadership position requires close collaboration with various teams, including commercial team, product and the Center of Excellence, to drive success across multiple touchpoints in the customer journey.

What Will You Do❓

• Customer Success Management: Build and nurture strong relationships with customers, acting as a trusted advisor to solve their problems and drive success. Identify opportunities to upsell and cross-sell Foodics’ products and services, increasing value for both customers and the company.
• Installation and Training Oversight: Ensure seamless installation and onboarding for new customers, delivering comprehensive training sessions to maximize product adoption and effectiveness. Address and resolve any technical or operational issues customers may encounter.
• Customer experience: Act as the voice of the customer, providing valuable insights to the relevant teams regarding enhancements, feature requests, and pain points. Facilitate a feedback loop to ensure continuous improvement of Foodics’ offerings.
• Coordination with the Center of Excellence: Work closely with the Center of Excellence team on crucial aspects such as contract renewals, product utilization, and ticket resolution. Align processes to maintain a consistent and efficient customer experience.
• Performance Monitoring and Reporting: Track and analyze key performance metrics, with a primary focus on customer retention, satisfaction, and Annual Recurring Revenue (ARR). Use insights to implement strategies that enhance outcomes across these KPIs.
• Customer Advocacy: Advocate for customers within the organization, ensuring their needs and expectations are consistently met or exceeded. Address challenges proactively to maintain trust and satisfaction.
• Team Leadership: Build and lead a high-performing operations team, fostering a culture of accountability, innovation, and continuous improvement. Provide guidance and mentorship to team members to achieve collective goals.

What Are We Looking For❓

• Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field.
• 8+ years of experience in customer success, operations, or related roles, with at least 3 years in a leadership capacity.
• Proven track record of driving customer satisfaction, retention, and revenue growth.
• Experience with SaaS products, including installation, training, and support processes.
• Strong understanding of customer success strategies, including upselling and cross-selling techniques.
• Exceptional problem-solving and communication skills, with the ability to influence cross-functional teams.
• Proficiency in CRM tools and analytics platforms to track and optimize customer success metrics.
• Demonstrated ability to manage and prioritize competing demands in a fast-paced environment.

Who Will Excel ❓

• Candidates with prior experience in SaaS, F&B, or Fintech industries.
• Professionals familiar with customer success platforms such as Gainsight or Totango.
• Individuals with certifications in customer success or operations management.
• Leaders experienced in managing multi-functional teams and cross-departmental initiatives.
• Those who are customer-centric, results-driven, and passionate about delivering exceptional operational outcomes.
• Candidates who thrive in dynamic environments and have a proven ability to adapt to changing business needs.

What We Offer You❗

We believe you will love working at Foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.