Central Operations Support Executive, EF MENA

Description The Central Support Executive serves as the primary operational point of contact for sellers, driving performance improvements and ensuring a seamless seller experience across fulfillment and logistics operations. This role is responsible for managing seller-facing communications through voice and non-voice channels, resolving operational challenges, analyzing performance metrics, and collaborating with cross-functional teams to drive operational excellence.

The ideal candidate is customer-obsessed, highly analytical, and capable of managing multiple priorities in a fast-paced environment. They should demonstrate strong communication skills, ownership, and a continuous improvement mindset to support sellers, reduce operational defects, and contribute to business growth and scalability.

Key job responsibilities

• Provide operational support to sellers through outbound and inbound communication channels, including calls, emails, and virtual meetings, ensuring timely resolution of issues and inquiries.
• Act as the primary point of contact for sellers, partnering with internal stakeholders and external partners to resolve operational challenges and drive successful execution.
• Analyze operational performance metrics, identify root causes of defects, and implement corrective actions to improve seller experience and operational outcomes.
• Develop, maintain, and execute standard operating procedures (SOPs) while identifying opportunities for process improvements and automation.
• Drive adoption of program policies, operational best practices, and new initiatives through proactive seller communication and coaching.
• Collaborate with cross-functional teams to escalate, track, and resolve operational issues, ensuring timely closure and customer-centric outcomes.
• Support business continuity during peak events and critical operational periods by proactively managing seller performance and operational risks.
• Willingness to work weekends, holidays, and rotational shifts as required by business needs.

Basic Qualifications

• 1+ years of operations management experience
• Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
• Experience demonstrating strong analytical abilities and confidence in the use of data
• Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
• Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
• Should be fluent in English and Arabic (Verbal and written).

Preferred Qualifications

• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in SQL Server/MySQL
• Experience managing multiple projects, prioritizing, planning, and managing time
• Experience in operational logistics/supply chain, manufacturing, transportation, general management or an engineering role
• Skill to handle external sellers as stakeholders/customers with outstanding organizational and follow-up skill

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Company

• Souq.com for E-Commerce LLC

Job ID: A10478684