Operations Manager

Role overview

Key responsibilities

• Manage customer accounts and handle shipment updates, service queries, and operational requirements.
• Coordinate collections, deliveries, vehicle availability, and transport schedules with the transport department.
• Track shipments and communicate delays, changes, delivery confirmations, and exceptions to customers.
• Coordinate with freight, warehouse, customs, and other teams to keep shipments moving.
• Keep transport bookings, delivery instructions, shipment records, and customer information accurate.
• Resolve operational issues and complaints; escalate complex matters where required.
• Monitor service levels, delivery performance, and open actions until issues are closed.
• Maintain systems, account notes, reports, and documentation.
• Support account reviews and identify recurring issues and service-improvement opportunities.
• Help ensure procedures, customer requirements, and service standards are followed.

Skills and experience

• Proven experience in freight forwarding, logistics, transport operations, or similar customer-facing operations.
• Experience managing customer accounts and coordinating transport or deliveries.
• Understanding of shipment processes, scheduling, delivery planning, and logistics documentation.
• Strong communication, customer service, organization, prioritization, and follow-up skills.
• Practical problem-solving ability and composure when plans change or delays occur.
• Comfort using spreadsheets, email, and transport, CRM, or logistics management systems.
• Ability to work independently and coordinate remotely with colleagues and customers, including UK-based teams.

Workplace

• The position is office-based in Dubai, UAE.

Compensation

• Salary is based on experience.

Opportunity

• The role spans customer service, freight operations, and transport coordination.
• Opportunity to contribute to reliable service delivery and continuous operational improvement.