{"id":95013,"date":"2026-04-16T20:32:45","date_gmt":"2026-04-16T16:32:45","guid":{"rendered":"https:\/\/herecareers.com\/job\/head-of-customer-operations\/"},"modified":"2026-04-16T20:32:46","modified_gmt":"2026-04-16T16:32:46","slug":"head-of-customer-operations","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/head-of-customer-operations\/","title":{"rendered":"Head of Customer Operations"},"content":{"rendered":"<p>411_3485024<\/p>\n<p><p>You will lead and own Humantra\u2019s customer operations function, including the management of our international 3PL warehouse network, outbound logistics, and customer experience. <\/p>\n<p>Taking a customer-first approach, you will leverage insights and data to identify opportunities for improvement across the end-to-end customer journey. Working cross-functionally with teams across the business, you will drive initiatives that enhance service levels, improve consistency across touchpoints, and deliver best-in-class CX. <\/p>\n<p>Operationally you will drive quality, scalability and efficiency in the CS team and with our 3PL\/logistics partners, to drive gross margin improvement and ensure we have the capacity and capabilities to hit our growth targets. <\/p>\n<p>This role is instrumental in building a world class, scalable customer operations function to support Humantra\u2019s continued growth and will report into the COO. <\/p>\n<h3>\u0627\u0644\u0645\u0633\u0645\u0649 \u0627\u0644\u0648\u0638\u064a\u0641\u064a <\/h3>\n<ul>\n<li>Lead, develop, and scale Humantra\u2019s customer operations and customer care teams, fostering a high-performance, customer-first culture. <\/li>\n<li>Define team structure, roles, and processes to support international growth and operational scalability. <\/li>\n<li>Set clear strategies, objectives and KPIs for team members, ensuring accountability for performance and service levels. <\/li>\n<li>Coach and develop team members through regular feedback, training, and performance management. <\/li>\n<li>Drive collaboration between Customer Ops and other functions inc. Growth, Sales, Finance, and Ops. <\/li>\n<\/ul>\n<h3>3PL &#038; Warehouse Management <\/h3>\n<ul>\n<li>Own relationships with Humantra\u2019s international 3PL partners, ensuring strong operational performance and service levels. <\/li>\n<li>Monitor and improve warehouse performance including order accuracy, fulfilment speed, inventory handling, and returns processing. <\/li>\n<li>Lead regular operational reviews with 3PL partners to identify improvement opportunities and resolve performance issues. <\/li>\n<li>Negotiate service levels and commercial terms with logistics, postage and warehouse partners. <\/li>\n<li>Support onboarding of new warehouses and 3PL partners as the company expands into new markets. <\/li>\n<\/ul>\n<h3>Logistics &#038; Postage <\/h3>\n<ul>\n<li>Manage outbound logistics strategy, including carrier selection, shipping methods, and service levels across all markets. <\/li>\n<li>Optimise shipping costs &#038; delivery performance to improve GM% while maintaining excellent CS. <\/li>\n<li>Improve and maintain delivery performance metrics including OTIF delivery, lost shipments, and shipping costs. <\/li>\n<li>Identify opportunities to improve logistics efficiency through carrier negotiations, routing optimisation, and process improvements. <\/li>\n<li>Work closely with Finance and Ops to manage logistics budgets and ensure cost targets are met. <\/li>\n<\/ul>\n<h3>Customer Service (CS) <\/h3>\n<ul>\n<li>Oversee the day-to-day operations of the customer care function across all contact channels. <\/li>\n<li>Ensure fast response times, high-quality resolutions, and a consistent brand voice in all customer interactions. <\/li>\n<li>Implement processes and tools that improve customer support efficiency and team productivity. <\/li>\n<li>Monitor and report on key CS metrics including response time, resolution time, ticket volume, CSAT. <\/li>\n<li>Identify recurring issues and work with internal teams to resolve root causes. <\/li>\n<\/ul>\n<h3>Customer Experience (CX) <\/h3>\n<ul>\n<li>Own and improve the end-to-end customer journey from website, through to order placement, delivery and post-purchase support. <\/li>\n<li>Analyse customer feedback, operational data, and service metrics to identify opportunities to improve experience and retention. <\/li>\n<li>Drive cross-functional initiatives to improve customer satisfaction and reduce friction in the buying and fulfilment experience. <\/li>\n<li>Ensure consistent customer experience across markets, channels, and fulfilment locations. <\/li>\n<li>Implement initiatives that enhance customer loyalty and strengthen Humantra\u2019s reputation for customer excellence. <\/li>\n<\/ul>\n<h3>\u0627\u0644\u0645\u062a\u0637\u0644\u0628\u0627\u062a <\/h3>\n<ul>\n<li>Minimum 6\u201310+ years experience in supply chain, fulfilment, logistics, or customer operations, within a high-growth consumer brand. <\/li>\n<li>Experience in DTC e-commerce and retail fulfilment is highly desirable. <\/li>\n<li>Experience managing international 3PL warehouse networks and logistics providers as well as in-house warehousing. <\/li>\n<li>Proven track record of leading and developing high-performing teams. <\/li>\n<li>Strong background in CX and CS leadership, with proven ability to influence and drive excellence across the end-to-end customer journey. <\/li>\n<li>Achieved significant improvements in operational efficiency and managing logistics costs at scale. <\/li>\n<li>Strong analytical mindset with experience using operational data to drive decisions. <\/li>\n<li>Excellent cross-functional and external collaboration \/ relationship building skills. <\/li>\n<li>Competent negotiator with strong commercial acumen. <\/li>\n<li>Thrive in a fast-paced scaleup environment. <\/li>\n<li>On-site working in Dubai &#8211; United Arab Emirates <\/li>\n<li>Opportunities for professional growth as the company expands <\/li>\n<li>Monthly wellness perk (gym, supplements, etc.) <\/li>\n<li>Your birthday off &#8211; a day to celebrate you! <\/li>\n<li>1 Week &#8216;Work from Anywhere&#8217; per year <\/li>\n<\/ul>\n<h3>Job details <\/h3>\n<p>\u0646\u0648\u0639 \u0627\u0644\u0648\u0638\u064a\u0641\u0629 <\/p>\n<p>Full time <\/p>\n<p>On-site <\/p>\n<p>\u0627\u0644\u0645\u0648\u0642\u0639 <\/p>\n<p>Department <\/p>\n<p>Operations <\/p>\n<\/p>\n<p> #J-18808-Ljbffr<\/p>\n<p>2026-04-16 07:15:37<\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[68],"job_listing_category":[1347],"job_listing_location":[720],"job_listing_tag":[],"class_list":["post-95013","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-management-operations","job_listing_location-united-arab-emirates"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1347":"Management &amp; Operations"},"_job_type":{"68":"Full Time"},"_job_tag":[],"_job_expiry_date":"2026-06-18","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/en-ae.whatjobs.com\/coopob__cpl___411_3485024__3583?utm_source=3583&utm_medium=feed&keyword=Head-of-Customer&location=Dubai&geoID=3","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"2026-06-14","_job_address":"","_job_location":{"720":"United Arab Emirates"},"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/95013","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=95013"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=95013"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=95013"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=95013"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=95013"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=95013"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}