Job Title: Customer Operations Manager
Company: Wondergifts.ae
Location: Dubai, UAE
About Wondergifts:
Wondergifts.ae is a fast-growing e-commerce platform specialising in experience gifts. We strive to bring joy to our customers through innovative and high-quality products, delivered with seamless service. Our Dubai-based team is at the heart of our operations, ensuring everything from customer service to production runs smoothly.
We are looking for an experienced and dynamic Operations Manager to lead and oversee customer service, order fulfilment, stock printing, production, and operational management. The ideal candidate will be tech-savvy, proactive, and have experience managing various customer service channels. If you're a self-starter with a can-do attitude, this is the role for you!
Key Responsibilities:
Customer Service Management:
Oversee and manage multi-channel customer service operations, including chat, email, and phone support.
· Lead the customer service team, setting performance standards and ensuring customer inquiries are resolved promptly and effectively.
· Manage and optimize customer service tools like Zoho, Zendesk, or similar platforms to enhance response times and service quality.
· Handle escalations and complex customer issues, ensuring customer satisfaction and retention.
Order Fulfillment:
Ensure smooth and timely fulfilment of customer orders, from the point of sale to dispatch.
· Work closely with in house team to print, packaging and ship the orders within the SLAs
· Continuously monitor and improve order accuracy, delivery timelines, and cost-effectiveness in fulfilment operations
· Negotiate with different courier companies to ensure best in class service is provided in a cost-effective manner
Stock Production & management:
Oversee inventory levels to ensure stock availability while minimizing excess inventory and reducing stockouts.
· Manage stock printing and customization workflows, ensuring high-quality standards are consistently met.
· Collaborate with production partners to manage workload and prioritize orders, maintaining efficient lead times.
· Negotiate with production partners best prices to bring down production costs without compromising on quality.
Team Leadership:
Manage and mentor the operations and customer service teams, fostering a culture of collaboration and continuous improvement.
· Conduct regular performance evaluations, provide training, and drive the team's growth and development.
· Ensure staff adherence to company policies, procedures, and operational targets.
Operational Efficiency & Improvement:
Identify and implement opportunities to optimize the entire operational workflow—from customer service to production.
· Leverage technology and data to drive operational efficiencies and streamline processes.
· Analyze KPIs, customer feedback, and operational metrics to continuously improve the customer experience and overall business performance.
Vendor and Supplier Relations:
Build and maintain relationships with suppliers and vendors, ensuring timely procurement of raw materials and supplies.
Negotiate pricing and service level agreements with vendors to optimize cost and quality.
Qualifications:
Experience:
· 5+ years of experience in an operations management role, ideally within e-commerce, retail, or the gift industry.
· Proven experience managing customer service operations across multiple channels (chat, email, phone).
· Hands-on experience with customer service platforms like Zoho, Zendesk, or equivalent tools is a must.
· Experience managing order fulfilment, production, and stock management is highly desirable.
Skills:
Tech-savvy: Comfortable working with e-commerce tools, ERP systems, and inventory management software.
Leadership & Team Management: Strong leadership skills with the ability to manage and motivate teams.
Problem Solving: A proactive problem solver who can manage complex operational challenges with a solution-focused mindset.
Analytical: Ability to analyse data, track performance metrics, and identify areas for improvement.
Communication: Excellent written and verbal communication skills.
Multitasking & Time Management: Able to juggle multiple priorities, ensuring efficient operations across all areas.
Education:
Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field.
Why Join Wondergifts.ae?
Be a part of a rapidly expanding company with exciting opportunities for growth and innovation.
Lead a passionate team and make a real impact on the business's operational success.
Competitive salary and benefits package.
Work in a fast-paced, tech-driven environment that values creativity, efficiency, and customer satisfaction.
To Apply:
Please send your CV to [Click to show email]
Join us at Wondergifts.ae and help shape the future of gifting!