As the Project Manager for Swvl, you will assume responsibility for the smooth execution and day to day operations for our global markets based out of Pakistan. You will also build experience roadmaps for multiple geographies with our outsourcing partner where our operations are housed and look to improve experience obsession metrics. We are looking for an experienced operations manager with a proven track record of leading cross-functional teams, excellent stakeholder management and has delivered customer/captain obsession KPIs.

To be successful in the role, we need a motivated self-starter with an engaging personality and strategic mentality who thrives in a dynamic and fast-moving environment.

What You’ll Do:
 Manage day-to-day operations at our outsourced partner for multiple geographies
 Develop flows and processes for multiple communication channels between captain, account
manager, rider and operation teams effectively
Improve satisfaction and NPS survey scores
 Continuously work on improving customer experience and Swvl’s processes to handle rapidly
increasing scale with a lean team
 Cultivate and maintain deep relationships with our outsourced partner and local account management
teams to drive projects
 Be a subject matter expert in the outsourcing domain, constantly review the technologies and tools
used to enhance experience
 Manage the operations team along with 15+ agents that have the potential to grow to 50+
 Report on monthly, quarterly and annual sales targets and deliver competitive business insights,
trends and analysis to drive ongoing performance improvements

What You’ll Need:
 5+ years of experience managing outsourcing projects and cross-functional teams
 Outstanding business judgment and critical thinking skills with the ability to use data to quickly
establish high-value priorities and strategies to pursue them
 Experience working effectively with internal and external partners in a constantly evolving, rapid-
growth environment
 Experience and sound knowledge of the BPO industry (Should know which levers to pull and engage
on)
 Exceptional problem-solving skills and a proven track record of championing innovation
 Enthusiastic and motivational leadership established through persuasion - leading by example for
staff, peers, and senior leaders across all company functions.