✨ AI Summary
The Operations Manager will be responsible for overseeing how iCare delivers services to its clients, from onboarding to renewal and growth. This role involves leading the operations and technical training teams, reporting directly to the founder.
Key responsibilities include building and running a clear onboarding process, reducing time-to-live for new nurseries, leading implementation and technical support, and setting service standards. The manager will also be responsible for process building through SOPs, owning the KPI framework, tracking performance, and building a performance dashboard. Monthly reporting to the founder, managing client retention, contract renewals, handling escalations, and driving account growth are also crucial. The role requires leading, coaching, and developing the operations and technical training teams, including performance reviews and hiring.
Requirements
5-10 years of professional experience, including at least 2 years managing a teamProven experience running operations, service delivery, implementation or customer operationsStrong experience building and managing KPIs — you have defined metrics, tracked them, and used them to improve performanceConfident with numbers, reporting and dashboards. Advanced Excel or Google Sheets is essential.Strong client-facing background — you have owned relationships and been accountable for retentionDemonstrated ability to build a process from nothing and make people follow itExperience setting departmental and individual KPIs and running performance reviewsExcellent follow-up discipline — you track many accounts at once and let nothing go silentStrong communication and negotiation skills in Arabic; very good EnglishComfortable in a hands-on environment. This role includes direct client follow-up and day-to-day execution — it is not a supervising-only position.Based in Cairo.
Description
We are looking for an Operations Manager to own how iCare delivers for its clients — from the day a nursery signs, through implementation and training, to renewal and growth. You will lead the operations and technical training teams and report directly to the founder.ResponsibilitiesOnboarding (first priority) — build and run a clear onboarding process that gets every new nursery fully live quickly, with defined stages, deadlines and daily follow-upReduce time-to-live — shorten the average number of days from signature to a fully active nursery accountService delivery — lead implementation, training and technical support; set service standards and make sure they are metProcess building — write and enforce the SOPs that make the business repeatable and less dependent on individualsCompany KPIs — own the KPI framework: define, track and report the numbers that show how iCare is performingPerformance dashboard — build and maintain a monthly dashboard covering operations, retention, onboarding speed, service quality and revenueTeam KPIs — set individual and departmental targets for every team and review performance against themMonthly reporting — present a clear monthly performance review to the founder, with problems identified early and solutions proposedClient retention — track the health of all 200 accounts, identify at-risk clients early, and reduce churnRenewals — own contract renewals and lead renewal conversations with clientsEscalations — handle client complaints and turn unhappy clients into stable onesAccount growth — expand how much of the platform existing nurseries use, and grow the value of each accountTeam leadership — lead, coach and develop the operations and technical training teams; run performance reviews and hire as needed