Location: Onsite| Nasr City
Department: Operations
Reports to: General Manager
Employment Type: Full-Time
Job Summary:
The Operations Manager will oversee the day-to-day backend operations of the e-commerce business, with a particular focus on:
- Managing backend chat and ticketing support systems
- Coordinating IT support and troubleshooting (esp. related to website/CRM issues)
- Optimizing the online sales journey
- Ensuring high customer satisfaction levels among U.S.-based customers
This role requires a strong balance of technical, managerial, and customer service expertise.
Key Responsibilities
1- Customer Service & Support Oversight
- Supervise and improve the backend chat team operations.
- Set performance standards and KPIs for chat/ticket resolution time, CSAT, NPS, and first-response time
- Conduct quality assurance reviews of customer interactions
- Handle escalations and resolve complex customer issues with a focus on the U.S. market
- Ensure 24/7 coverage of support, including managing shifts for global teams if applicable
2- Sales & Website Experience
- Collaborate with the marketing and sales teams to optimize website funnels, product pages, and checkout flows
- Monitor and improve conversion rates across the site
- Analyze sales performance metrics to identify patterns, bottlenecks, and opportunities
- Work with development teams to troubleshoot and resolve website issues affecting the customer journey
- A/B test chat interventions or on-site pop-ups to boost conversions
3- IT Support & Technical Coordination
- Liaise with developers or external tech teams for bug tracking, CRM issues, or feature implementation
- Oversee integrations between customer support platforms, CRM, and the website (e.g., WooCommerce, Shopify, plugins)
4- Maintain knowledge base and ensure SOPs are updated and followed
- Assist in onboarding tools or software that improve internal efficiency
5- Operational Efficiency & Reporting
Identify and implement process improvements across support and operations
Develop training programs and ongoing development plans for support staff
Generate weekly/monthly reports on support performance, sales trends, and customer feedback
Build and maintain dashboards to track KPIs
Lead daily huddles, weekly ops meetings, and cross-functional alignment calls
Qualifications
- 3–5 years of experience in operations or support management in an e-commerce setting
- at least 2 years of experience in logistics and supply chain management.
- Technical proficiency with tools like (DNS/email systems, WooCommerce, CRM, Slack, etc.)
- Familiarity with U.S. consumer expectations and cultural communication norms
- Proven experience managing remote teams, chat systems, and ticketing workflows
- Demonstrated success in increasing online sales and improving customer experience
- Strong organizational and communication skills
- Comfort working with multiple groups within business
- Strong analytical skills and data-driven mindset
- Excellent communication, leadership, and problem-solving skills
