Operations Manager (EIR)- Home Services Vertical (Launch Role)

Company OverviewWashmen is the UAE’s leading on-demand laundry service, ranked among the world’s top three and globally recognized as the most technologically advanced in the industry.We are now extending Washmen’s operational excellence beyond garments and leather goods into the customer’s home.Our ambition:To build the most reliable, scalable, and technology-driven on-demand home service in the region — setting a new operational benchmark for in-home couch, mattress, curtain and carpet cleaning.Role: Operations Manager – Home ServicesWe are hiring an EIR with strong operations experience to build and run Washmen’s new home services vertical from the ground up —specifically couch, mattress, curtain and carpet cleaning.This role reports to operations leadership and will act as the founding builder-operator of the vertical.You will design the service, hire the team, supervise the first jobs yourself, fix failures, build SOPs, and scale the operation.This is a hands‑on execution role — not a coordination or oversight role.You will be responsible for:Field operationsCustomer service operationsHiring, onboarding, training & developmentAnalytics & reportingAlignment with Product and Growth teamsKey Responsibilities1) Build the ServiceDesign the end-to-end customer and operational journeyDefine service scope, execution steps and SLAsSelect vans, machines, tools, chemicals and setup standardsCreate SOPs and playbooks for technicians and customer serviceEstablish safety and in-home customer handling protocols2) Launch & ExecutePersonally supervise and run early operationsIdentify operational failures and resolve them quicklyTurn real-world learnings into standardized processesEnsure daily reliability before scaling volume3) Team Hiring & TrainingHire technicians, customer service and support staffTrain teams on execution quality and customer interactionBuild skill levels and career growth development planImplement accountability and performance management4) Daily Operations ManagementManage scheduling, routing and capacity planningHandle escalations and service recoveryMaintain consistency across teamsLead daily / weekly / monthly operational reviews5) Customer OperationsBuild support workflows and resolution protocolsDefine response and service SLAsTrain support team on service understandingBridge the gap between field execution and customer serviceConvert customer feedback into operational improvements6) Reporting, Analytics & InsightsSet up operational dashboards and reporting cadenceDefine KPIs across productivity, quality and reliabilityAnalyze root causes behind complaints and failuresTurn data into actionable improvementsShare structured insights with Product and Growth teamsIdentify patterns impacting retention and repeat usage7) Cross-Functional ExecutionAct as the operational interface with ProductImprove booking flows and service designEnsure operational readiness before marketing campaignsSupport growth experiments with operational planningHelp marketing understand customer insights, capacity and constraintsPrepare operations for scaleCandidate ProfileWe are not looking for a consultant, planner, or coordinator.We are looking for a builder-operator.You will not inherit an operation. You will build one and then run it.Must Have5–10+ years experience in operations or field servicesExperience launching or building an operation from zeroComfortable working in the field during early stagesExperience hiring and managing frontline teamsExperience setting KPIs, SLAs and operational reportingStrong problem solving and execution abilityAbility to create structure where none existsHands‑on and detail orientedStrong ownership mentalityIdeal BackgroundsHome servicesField service companiesService startupsNot SuitablePure strategy or consulting rolesProject managers without operational ownershipCandidates who have not built something from the ground upLocationDubai, UAEWhy Join WashmenWork in a fast-growing, innovation-driven environment with the resources and ambition to set new standards.Our operations span 4 facilities totaling 50,000+ sq. ft., a central head office, and a fleet of 100 vans powered by a 600-person workforce serving over 140,000 customers.This is a rare opportunity to build a real-world service line from day one — and own its success in the market.#J-18808-Ljbffr