About Us
Founded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results.
Your role
We're seeking an Operations Lead for our Customer Experience Team. As Operations Lead, you will be crucial in continuously looking out for ways to improve the company’s commercial processes, enhance capacity and automate flows wherever possible to enable the company to scale and meet its growth needs.
Drawing on your proficiency in Identifying inefficiencies and improvements, designing ideal workflows for success, Implementing solutions across company platforms, you will be responsible for driving improvements in merchant sign-up & onboarding, Smoothing the new joinear experience, and maintaining positive team spirit to create unique experiences only Tamara can provide.
With a proven track record of guiding teams and navigating relationships seamlessly, expressing yourself clearly and captivatingly in writing and speech, demonstrates advanced skills and experience in leveraging Salesforce functionalities and ultimately revolutionize the way millions of users shop, pay, and bank.
You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.
You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.
Your responsibilities
- Coordinate with various internal stakeholders (e.g., Inbound Ops, Onboarding, PSM, Finance, Legal, etc.) to identify issues and/or enhancement areas of existing processes.
- Develop, design and recommend new flows to achieve the job to be done and seek buy-in from relevant stakeholders.
- Oversee implementation and execution of the recommended flows and/or implement directly.
- Evaluate processes and the improvements made as a result of their implementation and refine accordingly.
- Create and analyze dashboards & reports to identify further operational improvements to be made that will support the company in achieving its key objectives.
- Based on the data analyzed, identify potential initiatives, recommend strategies, and communicate the same with relevant stakeholders.
- Be the owner of the main tools leveraged by the commercial team, suggest changes and refinements.
- Coordinate with freelancers (when necessary) to implement suggested changes in the tools leveraged.
- Drive other strategic projects and work closely with the Product team on key initiatives to be implemented.
- Manage the Inbound team and the Onboarding team.
- Support in new joiners onboarding.
- Guide team on how to achieve their objectives.
- Answer any questions/clarifications the team may have.
- Maintain a positive & upbeat team morale.
- Work with the team to enhance the overall process with the end goal of increasing capacity and reducing mistakes made.
- Recruit & hire Inbound Ops agents and Onboarding agents when necessary.
Your expertise
- Desire to work at both a strategic-level and tactically on projects.
- Experienced in the use of Salesforce is a must.
- Data driven, and experienced in leveraging data to drive decision making and recommendations.
- A can-do attitude
- An individual with a fail fast learn fast mentality.
- Proactive and action-oriented.
- Excellent written and verbal communication in English (must) & Arabic (preferred).
- Strong stakeholder management skills.
- Strong people management skills.
- Experience working in a high growth start-up.
- Background in Industrial Engineering, or similar.
Join the revolution
Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated.
We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.
All qualified individuals are encouraged to apply.
