Head of Operations

Job Overview

Job description

The role:

The Head of Operations for ZoodMall and ZoodPay will be responsible for the proper daily execution of the company’s operations in Erbil and Baghdad, both internally and externally, by improving the workflow to drive operational success.


  • Develop, implement, and enhance the operating model
  • Develop and implement policies, processes, and quality controls to ensure that core operational functions achieve their business objectives
  • Develop and control operational budgets to promote profitability and ensure the company has all the resources required to meet its objectives within agreed financial parameters
  • Maintain strong working relationships with all directors to ensure effective coordination of company activities in support of corporate objectives
  • Evaluate overall company performance by gathering, analyzing and interpreting data and metrics
  • Create analytical reports on operational efficiency, customer satisfaction, product and services quality, and report key findings to the board
  • Act as the company’s main advisor on all issues related to operational functions and keep abreast of latest developments to ensure that the company maintains its competitive position
  • Oversee product flow and implement new processes, as required, to improve efficiency and support growth in new product lines
  • Manage, mentor and develop team members to enable personal and professional development
  • Manage and support all operational activities related to new product pilots, proof of concept trials, product feature modifications or tests and similar, including relevant process changes related to sales and marketing strategies, testing standards, procedures, and approaches
  • Maintain and support close relationships with key partners that impact the company’s operations (private, government)
  • Work flexible hours, as the business demands, including overnight, weekends, and holidays

Job requirements


  • Bachelor’s degree, especially in management, is preferred
  • Minimum of 5 years’ experience in an operations role
  • Fluent in spoken and written English and Arabic languages
  • Proficiency in MS Office (MS Excel and MS Outlook, in particular)
  • Familiar with Jira and Trello
  • Familiar with e-commerce
  • Proven experience in leading a service driven operation with experience in management through periods of significant growth or change
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation
  • The ability to engage with directors and managers at all levels, across the wider business, to achieve goals and objectives
  • Strong understanding of company products, policies, and services
  • Ability to coach, train, and motivate employees and evaluate their performance

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