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Cairo

Ops Excellence Lead

We're more than just a workplace. We know that finding a meaningful and rewarding job can be a long journey.

Job Overview

The Ops Excellence Lead is the optimization engine owner of CXP Operations. This role drives structural efficiency, automation, quality governance, and systemic performance improvement across frontline and back-office operations. The mandate is to reduce structural contact drivers and operational waste while improving quality, CSAT, and employee experience at scale.

Key Responsibilities

1. Automation & Efficiency Leadership

  • Lead automation, AI utilization, and workflow optimization initiatives.

  • Own AI adoption, automation roadmap, and digital containment improvements.

  • Drive measurable reduction in manual effort and operational friction.

2. Structural Demand Reduction

  • Own CPGO, CRR reduction, and structural repeat-contact elimination.

  • Reduce BO escalation rate and turnaround time (BO-RT, BO-RZT).

  • Identify root causes of contact drivers and lead systemic fixes.

3. Quality & Governance Ownership

  • Own CSAT (quality-driven component) and Quality Audit Accuracy (QAA).

  • Govern SOP framework, documentation standards, and process integrity.

  • Ensure QA consistency, calibration, and AI-QA validation.

4. Employee Experience Enablement

  • Improve employee experience through better tools, workflows, and knowledge access.

  • Lead change management during CRM and AI rollouts.

  • Partner with CS Ops to improve performance consistency and reduce operational stress.

5. Cross-Functional Improvement

  • Partner with Tech, Logistics, Commercial, and Product to resolve systemic issues.

  • Own operational roadmap aligned with company goals.

  • Track measurable ROI from automation and efficiency programs.

Core KPIs Owned

  • CPGO

  • CRR

  • CSAT (quality-driven impact)

  • QA Score & QAA

  • AI Deflection Rate (AI-DR)

  • BO Escalation Rate

  • Process Fix Impact

Experience

  • 2 to 3+ years in Operations Excellence / Process Improvement / CXP Operations

  • Strong automation and AI exposure

  • Advanced data analytics capability

  • Experience leading cross-functional transformation

  • Lean / Six Sigma mindset preferred

Locations
Cairo

About Mumzworld

The region's most trusted online shopping destination for mothers. Built by parents, for parents.

Cairo

Ops Excellence Lead

We're more than just a workplace. We know that finding a meaningful and rewarding job can be a long journey.

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