Assistant Manager – Operations & Customer Success-TravelTech & Mobility

Position Title: Assistant Manager – Operations & Customer Success

Office/Department: Operations

Position Reports To / Supervisor:

The Assistant Manager – Operations & Customer Success will be supporting both the execution of daily operations and the delivery of high-quality customer service experiences. This role requires strong leadership, attention to detail and a deep sense of ownership, analytical rigor and stakeholder management. The ideal candidate will drive process efficiency, ensure smooth coordination between internal teams and external partners, and proactively  and reactively resolve both operational and customer-related issues.

Duties/Responsibilities:

·       Lead and support Operations & Customer Service supervisors to ensure seamless execution.

·       Proactively monitor supplier performance and work with cross-functional teams to improve supplier quality

·       Resolve escalations from clients, suppliers, and customers with urgency and empathy.

·       Collaborate with clients, suppliers, and internal teams to strengthen relationships and streamline operations.

·       Propose tech improvements to enhance efficiency and service quality.

·       Manage onboarding for new clients and ensure a high-quality transition.

·       Track key KPIs like incident rate, response time, and satisfaction scores, deep-dive into root cause and program manage action plans with clear owners and timelines

·       Independently complete data analysis and report on trends, performance, and areas for improvement.

·       Champion process improvements and help build a customer-first culture

Required Skills/Abilities:

·       Excellent verbal and written communication skills, including active listening.

·       Strong problem-solving abilities with a solution-oriented and entrepreneurial mindset.

·       Ability to multitask, prioritize, and perform effectively in a fast-paced, dynamic environment.

·       Proficiency in Microsoft Office Suite (mandatory) and ability to quickly adapt to new software tools.

·       Familiarity with CRM systems such as Salesforce or Zendesk is a plus.

·       Quick learner with the ability to grasp knowledge of specific products, services, or customer segments.

·       Knowledge of transportation, logistics, or supply chain operations is advantageous.

Essential Qualifications:

·       Bachelor’s degree required; MBA preferred.

·       8+ years of combined experience in Operations, Customer Success, or Travel/Logistics

·       5+ years of experience in a B2B or startup environment.

·       Strong customer-focused mindset with a passion for delivering exceptional service.

·       Excellent interpersonal skills and a collaborative team player.

·       Adaptable and able to perform well under pressure.

·       Strong with Excel and other data analysis tools and ability to independently deep-dive into data

Preferred Qualifications:

·       Bachelor's degree in Business Administration, Logistics, Transportation or a related field.

·       Experience in the hospitality or Transfers industry

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

The abovementioned responsibilities are intended to provide guidelines and directions for your specific role within KOI. Kindly note, that as the needs of the organization develop / change, it may be necessary to modify or amend the responsibilities listed.

Salary: AED 27,000 – AED 30,000 per month (based on experience and fit)