Job OverviewThe GMT – Services role will play a critical part in scaling Mumzworld Services by managing vendor operations, improving service quality, driving customer satisfaction, supporting automation initiatives, and enabling expansion across UAE and KSA.This role combines Vendor Management, Operations Excellence, Customer Experience, Business Analysis, and Project Coordination to ensure sustainable growth of the Services business.The successful candidate will act as the primary point of contact for service vendors while supporting strategic growth initiatives, new service launches, operational improvements, and partnership expansion.The role will also leverage AI tools, Claude Code, and workflow automation solutions to identify manual processes, build scalable automations, improve operational efficiency, and reduce dependency on manual intervention across the end-to-end service journey.Key ResponsibilitiesVendor ManagementIdentify, onboard, and manage service vendors across categoriesMaintain strong vendor relationships and conduct regular business reviewsMonitor SLAs/KPIs and ensure compliance with quality standardsResolve escalations and negotiate commercial improvementsSupport vendor expansion across UAE & KSAService OperationsManage daily service partner performance and fulfillmentTrack booking completion, timelines, and service qualityCoordinate with CX teams to resolve customer issuesIdentify bottlenecks and maintain performance dashboardsProcess & AutomationMap processes and identify inefficienciesWork with Product/Tech to automate workflows and reduce manual workImprove booking systems and service processesDevelop SOPs and operational playbooksCustomer ExperienceMonitor end-to-end customer journeyAnalyze feedback and improve NPS and satisfactionIdentify friction points and drive service improvementsEnsure consistent service qualityGrowth SupportSupport launch of new services and expansion in UAE & KSAAssist in partner acquisition and campaign executionWork with Marketing/CRM on promotions and engagementIdentify upsell and cross-sell opportunitiesData & ReportingTrack KPIs and vendor performancePrepare weekly/monthly business reportsBuild dashboards and provide actionable insightsWhat you"ll be doingManage and onboard service vendors across categories, ensuring strong relationships and performance against SLAs and KPIsOversee daily service operations including bookings, fulfillment, and service qualityResolve operational issues and customer escalations in coordination with CX teamsTrack performance metrics, prepare reports, and drive continuous improvementIdentify process gaps and support automation initiatives with Product and Tech teamsSupport expansion of services across UAE and KSA and assist in launching new categoriesWork with cross-functional teams (CX, Marketing, Product) to improve customer experience and business growthExperience2–6 years of experience in operations, vendor management, or service deliveryExperience in e-commerce, marketplaces, logistics, or service-based businesses preferredStrong understanding of SLAs, vendor management, and operational KPIsGood analytical and problem-solving skills