Head of COE Outsourced Site - Customer Operations

Who Are We❓
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region.

The Job in a Nutshell 💡
This Egypt-based role is for a Head of Center of Excellence, a strategic leader pivotal to Foodics' mission of delivering world-class customer experiences. As the Head of the Center of Excellence, you will oversee multiple lines of business, ensuring operational excellence, customer satisfaction, and seamless collaboration with BPO partners. This role is integral to Foodics’ expansion and customer-centric approach across the region.

What You Will Do ❓

• Customer Service Leadership: Manage and optimize inbound customer service operations, ensuring swift resolution of customer inquiries and issues. Develop processes and training materials to maintain high service quality across the region.
• Customer Training and Education: Design and oversee training programs to educate customers on Foodics’ products and services. Ensure that training materials are clear, comprehensive, and tailored to customer needs, driving product proficiency.
• Onboarding Excellence: Lead the onboarding process for new customers, ensuring a seamless and efficient transition to Foodics’ platform. Establish robust workflows to set customers up for success from day one.
• Contract Renewals and Check-Up Calls: Oversee periodic customer check-ins at 90, 180, and 270 days to ensure satisfaction and address any challenges proactively. Develop strategies to streamline contract renewal processes and enhance retention rates.
• Product Utilization Support: Promote effective utilization of Foodics’ products, including POS systems, pay terminals, kiosks, and other offerings. Create initiatives to help customers unlock the full value of these solutions.
• Customer Reactivation: Implement strategies to re-engage customers who have churned from specific Foodics products. Identify underlying issues, propose solutions, and execute tailored reactivation campaigns.
• Customer Research and Insights: Conduct research to gather insights on customer sentiment, product preferences, and required features. Analyze churn data to identify patterns and provide actionable recommendations for improvement.
• Operations Back-Office Management: Manage back-office operations that support customer interactions and transactions across the entire region. Ensure the efficiency and accuracy of administrative processes to maintain seamless operations.
• BPO Partnership Management: Build and maintain a productive partnership with the BPO company supporting the Center of Excellence. Set clear expectations, monitor performance, and foster collaboration to achieve business objectives.
• Performance Monitoring: Establish KPIs for all lines of business, regularly assess performance, and implement improvements. Use data-driven insights to drive accountability and achieve operational goals.
• Cross-Functional Collaboration: Partner with internal teams to align strategies and enhance customer satisfaction. Serve as a liaison between the Center of Excellence and other departments to ensure consistent messaging and support.
• Team Development: Recruit, mentor, and develop a high-performing team within the Center of Excellence. Foster a culture of excellence, accountability, and continuous improvement.

What Are We Looking For ❓

• Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field.
• 10+ years of experience in operations, with at least 5 years in a leadership role managing diverse teams.
• Proven experience working with BPO companies and managing outsourced operations.
• Strong expertise in customer service, onboarding, and retention strategies.
• Solid understanding of product utilization and customer education techniques.
• Exceptional analytical skills, with the ability to derive actionable insights from customer feedback and operational data.
• Excellent organizational and project management skills.
• Strong leadership and communication skills to motivate teams and collaborate across departments.
• Proficiency in CRM tools, workforce management systems, and reporting platforms.

Who Will Excel ❓

• Professionals with experience in SaaS, F&B, or Fintech industries.
• Leaders familiar with the dynamics of high-growth companies or startups.
• Candidates with certifications in operations management, such as PMP or Lean Six Sigma.
• Individuals with experience in managing multi-regional operations and diverse cultural teams.
• Professionals who are customer-obsessed and passionate about driving operational excellence.
• Candidates with hands-on experience in customer sentiment analysis and churn prediction tools.

What We Offer You❗
We believe you will love working at foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility in-office.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.