Operations Manager
2 weeks ago
Company Description
Ajar empowers landlords to efficiently manage their properties through a powerful, all-in-one platform. Whether landlords need assistance managing their properties or prefer to handle everything independently, Ajar provides the tools to do it all. From secure online payment collection and streamlined property management to real-time performance tracking, Ajar is the ultimate solution for modern landlords. Tenants also benefit from a seamless experience with convenient online payment options.
Role Description
This is a full-time Operations Manager role at Ajar, located in Kuwait City. The Operations Manager will oversee day-to-day operations, manage property-related tasks, ensure efficient payment processing, and optimize property performance. This role requires on-site presence and active coordination with internal teams and external stakeholders.
Job Duties & Responsibilities:
- Oversee and continuously enhance end-to-end operational processes, ensuring clarity, efficiency, full documentation, and alignment with business objectives.
- Proactively identify gaps across teams and introduce structured workflows and automation solutions to improve productivity and scalability.
- Leverage AI tools and automation technologies to streamline repetitive tasks, optimize support workflows, and enhance overall operational efficiency.
- Lead the exploration and implementation of AI and automation technologies to reduce manual effort, enhance speed, and improve consistency across support, finance, and internal systems.
- Manage cross-functional communication and project coordination with all internal stakeholders to ensure alignment and smooth execution.
- Collaborate with Product and Engineering teams to improve internal systems, diagnose bugs, and implement intelligent automation where possible.
- Investigate and resolve payment issues with third-party providers in a systematic and timely manner, coordinating closely with internal teams.
- Manage landlord payments, including Ajar fee deductions, in coordination with the Finance team.
- Analyze operational performance, generate insights, and implement continuous improvements to support strategic goals.
- Ensure compliance with internal policies, legal standards, and regulatory requirements, while identifying opportunities for cost optimization.
- Lead day-to-day operations of the support team across multiple channels (phone, WhatsApp, live chat, and email), ensuring a high-quality customer experience.
- Monitor inbound support queues and ensure appropriate staffing levels and timely response, especially during peak periods.
- Act as an escalation point for complex customer issues and internal concerns, driving resolution and follow-up.
- Refine support operations by enhancing contact-handling processes, updating knowledge base content, and improving internal tools.
- Promote a culture of feedback, continuous learning, and collaboration by sharing insights with Sales and other departments.
- Define, track, and manage OKRs (Objectives & Key Results) and key performance metrics to boost team performance and customer satisfaction.
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