Operations Manager

Who we are

Built by a passionate team of problem-solvers, Ajar Online is a mobile cloud service built for the real estate market in the MENA region that uses technology to offer a quick and efficient online rent payment & collection solution as well as property management solution, making life easier and rewarding for both landlords and tenants. As a growing startup, we are excited to expand our team to grow our operations in Kuwait. Explore what we do in more detailon our website.

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.

Qualifications Require:

• Bachelors or Master's degree in any discipline.
• 3+ years of experience in operations or a similar leadership role.
• Proven ability to identify gaps and implement workflow automation and AI tools to improve operational efficiency.
• Strong understanding of economic, legal, and regulatory factors around e-payments services.
• Strong experience with Analytics, Dashboards, and Spreadsheets.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent interpersonal and communication abilities.
• Proven experience in managing teams and optimizing workflows.
• Proficiency in tools such as Excel, ERP systems, or project management software

Skills

• Must have an innovative and entrepreneurial approach with a passion to succeed and overcome all obstacles
• Strong analytical and troubleshooting skills to assess impact and drive collaborative resolution in a swift manner.
• Highly organised with the ability to work under high-pressure situations.
• Ability to manage multiple tasks against tight deadlines.
• Demonstrated leadership and coaching skills;who knows how to get the best out of people.
• Excellent risk management skills.
• Great communication across various levels of organization, cross-functional teams, and external stakeholders.
• Fluent in Arabic & English.