Operations Coordinator (Control Tower)

The Operations Coordinator acts as the primary point of contact (POC) between the Growth team (Customer Success & Customer Support) and the Operations teams. This role ensures that all client and merchant escalations are addressed promptly, that promised KPIs are achieved, and that internal stakeholders remain aligned. The position focuses on follow-up, coordination, and communication, serving as the voice for delayed KPIs and driving the concerned teams to take the necessary actions within agreed timelines.

1. Serve as the POC between Sales, CS, Fulfillment, and 3PL Operations for all client related issues and escalations.
2. Manage and track tickets raised by clients (delays, damages, missing shipments, claims, etc.) to ensure timely closure within SLA.
3. Coordinate with Fulfillment Operations to resolve warehouse related issues (picking, packing, inventory discrepancies, delays).
4. Liaise with 3PL department and carriers to resolve shipment escalations, ensure service quality, and follow up on claims.
5. Support client onboarding by aligning fulfillment and shipping requirements with operations.
6. Maintain and update ticketing dashboards to track SLA compliance, backlog, and escalations.
7. Provide weekly and monthly reports on ticket status, 3PL performance, and fulfillment KPIs.
8. Identify recurring operational issues, analyze root causes, and propose process improvements.
9. Collaborate with Sales & CS to ensure smooth communication of shipment status, delays, and resolutions to clients.
10. Support growth initiatives by aligning operations with new clients, service expansions, and new 3PL integrations.

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related field.
• 1–3 years of experience in operations coordination, fulfillment, or customer service within a fast-paced environment.
• Strong organizational and time-management skills with the ability to multitask.
• Proficiency in MS Excel/Google Sheets; knowledge of WMS or ERP systems is a plus.
• Strong communication skills in English (Arabic is a plus).

• Attention to detail & accuracy
• Problem-solving & proactive thinking
• Collaboration & teamwork across Operations and Growth
• Customer service orientation
• Process improvement mindset