Job description / Role

DUBZ is a technology start-up founded in Dubai in 2016 with a vision to redefine the travel experience. Specializing in off-airport check-in and baggage logistics, DUBZ offers innovative home or hotel check-in services as well as baggage collection and delivery services. Recognized for its innovation, DUBZ was selected as a winner of Intelak, the aviation and travel incubator program co-founded by the Emirates Group and other partners to nurture travel technology entrepreneurship in the UAE.

As an Operations Manager, you will be responsible for overseeing the daily operations of DUBZ, managing the operational staff and contact centre agents, and ensuring smooth and efficient service delivery. You will require to have strong leadership, excellent problem-solving skills, and the ability to implement and manage operational tools and systems.

In this role, you will

Team Management:
– Supervise and manage a team of check-in agents, drivers, porters
– Manage contact centre agents who handle B2C and B2B customer via various communication channels
– Lead teams in operational and strategic projects aimed at improving processes, enhancing efficiency, and implementing new tools or systems
– Manage team performance, including coaching, mentoring, and conducting performance evaluations

Operational Planning and Improvements:
– Plan daily operations, especially during busy periods
– Review and adjust resources based on operational requirements
– Identify opportunities to improve operational efficiency through automation and new tools
– Implement and manage operational tools and systems, including payment gateways and planning tools

Issue Resolution:
– Address and resolve operational issues escalated by supervisors
– Provide support and guidance to operations and contact center staff
– Escalate to COO issues on a timely manner

Stakeholder Management:
– Build and maintain strong relationships with external partners such as authorities, clients and service providers to ensure alignment with operational goals
– Act as the primary point of contact between stakeholders and internal teams, addressing concerns and ensuring smooth collaboration

Communication & Reporting:
– Serve as a liaison between operational staff and the COO for administrative requirements and daily issues
– Prepare operational and financial reports, including monthly revenue and expense reports

– Bachelor’s degree in Business Administration, Operations Management, Engineering or a related field and 5+ years’ experience in Operations Management, preferably in the Aviation, Hospitality or Logistics industry
– Strong leadership and team management skills
– Excellent problem-solving and decision-making abilities
– Proficiency in using operational planning tools and systems
– Strong communication and interpersonal skills
– Ability to work in a fast-paced and dynamic environment
– Fluency in written and spoken Arabic is mandatory

You’ll have an edge if you have

– Experience with payment gateways and POS systems
– Background in consulting, financial reporting and analysis

Recruitment Process and Timeline

Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Dubz.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.