Senior Operations Leader – Express Operations

About the role

The Senior Operations Leader manages express operations and organizes the work of couriers so that operations run effectively and efficiently, while introducing new solutions tailored to specific industry needs. The role also coordinates with customer account management teams on capability and scheduling, and works closely with customer service and sales handling.

Key responsibilities

• Communicate and coordinate with customer account management teams on capability and scheduling, and prepare, monitor and control client incidents and complaints with the customer service and operations team.
• Introduce new solutions driven by customer needs and identify training needs for team members.
• Set KPIs, conduct annual performance evaluations for direct reports, and organize the team and manage courier substitution and vacation planning.
• Manage the use of Aramex IT systems and scanner technology, and organize daily outbound schedules and alternative line-haul solutions to improve transit time and cost.
• Provide feedback on route and load distribution to ground operations supervisors, handle special projects, and resolve repetitive service failures and human errors.
• Monitor department KPIs, support the sales team with client meetings, and set strategic plans for the departments.
• Manage inbound and outbound operations at the hub and airport, including shipment clearance, system updates, customs clearance and receiving, in line with quality-of-service standards.
• Manage team costs within budget, monitor supplies stock levels, and adhere to HSSE, compliance and sustainability policies.

Required profile

• Bachelor's degree in Business Administration, Human Resources or Finance.
• 4-6 years of experience in express operations, with a thorough understanding of express operations and clearance.
• Strong leadership, coaching and mentoring skills, and strong English; additional languages are preferred for this global role.

Required skills

• Problem solving, critical thinking and decision making.
• Communication, negotiation and interpersonal skills.
• Team collaboration, adaptability, resilience and time management.