Job Overview

The GMT – Services role will play a critical part in scaling Mumzworld Services by managing vendor operations, improving service quality, driving customer satisfaction, supporting automation initiatives, and enabling expansion across UAE and KSA.

This role combines Vendor Management, Operations Excellence, Customer Experience, Business Analysis, and Project Coordination to ensure sustainable growth of the Services business.

The successful candidate will act as the primary point of contact for service vendors while supporting strategic growth initiatives, new service launches, operational improvements, and partnership expansion.

The role will also leverage AI tools, Claude Code, and workflow automation solutions to identify manual processes, build scalable automations, improve operational efficiency, and reduce dependency on manual intervention across the end-to-end service journey.

Key Responsibilities

Vendor Management

• Identify, onboard, and manage service vendors across categories

• Maintain strong vendor relationships and conduct regular business reviews

• Monitor SLAs/KPIs and ensure compliance with quality standards

• Resolve escalations and negotiate commercial improvements

• Support vendor expansion across UAE & KSA

Service Operations

• Manage daily service partner performance and fulfillment

• Track booking completion, timelines, and service quality

• Coordinate with CX teams to resolve customer issues

• Identify bottlenecks and maintain performance dashboards

Process & Automation

• Map processes and identify inefficiencies

• Work with Product/Tech to automate workflows and reduce manual work

• Improve booking systems and service processes

• Develop SOPs and operational playbooks

Customer Experience

• Monitor end-to-end customer journey

• Analyze feedback and improve NPS and satisfaction

• Identify friction points and drive service improvements

• Ensure consistent service quality

Growth Support

• Support launch of new services and expansion in UAE & KSA

• Assist in partner acquisition and campaign execution

• Work with Marketing/CRM on promotions and engagement

• Identify upsell and cross-sell opportunities

Data & Reporting

• Track KPIs and vendor performance

• Prepare weekly/monthly business reports

• Build dashboards and provide actionable insights

What you"ll be doing

• Manage and onboard service vendors across categories, ensuring strong relationships and performance against SLAs and KPIs

• Oversee daily service operations including bookings, fulfillment, and service quality

• Resolve operational issues and customer escalations in coordination with CX teams

• Track performance metrics, prepare reports, and drive continuous improvement

• Identify process gaps and support automation initiatives with Product and Tech teams

• Support expansion of services across UAE and KSA and assist in launching new categories

• Work with cross-functional teams (CX, Marketing, Product) to improve customer experience and business growth

Experience

• 2–6 years of experience in operations, vendor management, or service delivery

• Experience in e-commerce, marketplaces, logistics, or service-based businesses preferred

• Strong understanding of SLAs, vendor management, and operational KPIs

• Good analytical and problem-solving skills