Role Overview

The EIR (Entrepreneur in Residence) – Shared Services plays a critical role in sustainably scaling Mumzworld Services across the UAE and KSA, but built out of Egypt. This high-visibility position combines vendor management, operational excellence, customer experience, business analysis, and project coordination.

Serving as the primary point of contact for service partners, the successful candidate will manage day-to-day operations, drive customer satisfaction, and enforce high quality standards.

Beyond day-to-day execution, this role serves as a fast-track leadership springboard, tasking you with pioneering strategic growth initiatives, supporting new service launches, and eliminating operational bottlenecks through advanced digital automation.

What You'll Be Doing

Vendor Management & SLA Enforcement

• Identify, onboard, and manage service vendors across multiple categories, building strong, collaborative relationships

• Monitor vendor performance against strict Service Level Agreements (SLAs) and KPIs, run regular business reviews, and support cross-border vendor expansion across Egypt, the UAE, and KSA

Service Operations & Delivery

• Manage the day-to-day operational performance of service partners, closely tracking booking fulfillment, cancellation, and completion rates

• Partner with Customer Experience (CX) teams to swiftly resolve customer complaints, identify operational bottlenecks, and maintain accurate performance dashboards

Process Improvement & Automation

• Map existing service workflows to identify gaps and inefficiencies

• Leverage modern AI tools, Claude Code, and workflow automation solutions to eliminate repetitive tasks, build scalable automations, and collaborate with Product and Tech teams to optimize the end-to-end customer journey

Customer Experience (CX) Audit

• Monitor and audit the end-to-end customer service journey to identify friction points affecting conversion and retention

• Analyze customer feedback, reviews, and service ratings to drive continuous improvement initiatives that boost NPS and overall satisfaction

Growth & Business Development Support

• Support the operational setup and regional launch of new service categories

• Coordinate with Brand, Marketing, and CRM teams on targeted campaigns, support the acquisition of strategic regional partners, and identify opportunities for upselling and cross-selling services to our existing user base

Data Analysis & Reporting

• Track, analyze, and report on core service metrics and vendor scorecards

• Prepare clear data inputs for Weekly and Monthly Business Reviews (WBR/MBR), build performance dashboards, and deliver data-backed recommendations based on user behavior

What You'll Need

Experience & Background

• The Foundation: 2–6 years of experience in operations, vendor management, account management, or service delivery

• The Background: Prior experience working within fast-paced e-commerce, marketplaces, logistics, or digital service-based businesses is highly preferred

• The Track Record: Proven success managing external partners, managing SLAs, and coordinating projects across cross-border teams

Qualification

• Education: Bachelor's degree in Business Administration, Supply Chain, Economics, Engineering, or a related field

• Analytical & Technical Capability: High data literacy with advanced Excel skills (formulas, pivot tables) and proficiency in data visualization tools (e.g., Power BI, Tableau). Experience utilizing CRM platforms or marketplace back-ends is a strong plus

Mindset & Skills

• Analytical Mastery & Grit: A data-driven and customer-obsessed operator who can use metrics to uncover operational bottlenecks and strictly enforce vendor SLAs while maintaining healthy partner relationships

• Tech-Adjacent & Growth Mindset: A proactive self-starter who is comfortable collaborating with Product and Engineering teams and enthusiastic about using automation to build structured, repeatable processes

Why This Role Matters

At Mumzworld, our mission is to empower mothers. While we have mastered the product marketplace, the Services ecosystem is our next massive frontier. As an EIR – Shared Services, you aren't just managing spreadsheets—you are the architect of the customer's real-world experience.

Every high-performing vendor you onboard and every manual process you automate directly impacts a mother's day-to-day life. By scaling these services flawlessly across Egypt, the UAE, and KSA, you will be directly responsible for unlocking a critical new revenue stream for the business and defining what world-class service delivery looks like for families across the region.

Who are you?

You are a structured, data-literate commercial operator who balances macro-level growth with micro-level execution. You thrive in fast-paced, cross-border environments, possess a strong bias for action, and enjoy building systems that make work faster, smarter, and highly automated.