Operations Manager - Dubai - Washmen

    Washmen
    Washmen Dubai

    14 hours ago

    Description
    Company Overview

    Washmen 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 Services

    We 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 operations
    Customer service operations
    Hiring, onboarding, training & development
    Analytics & reporting
    Alignment with Product and Growth teams

    Key Responsibilities
    1) Build the Service
    Design the end-to-end customer and operational journey
    Define service scope, execution steps and SLAs
    Select vans, machines, tools, chemicals and setup standards
    Create SOPs and playbooks for technicians and customer service
    Establish safety and in-home customer handling protocols
    2) Launch & Execute
    Personally supervise and run early operations
    Identify operational failures and resolve them quickly
    Turn real-world learnings into standardized processes
    Ensure daily reliability before scaling volume
    3) Team Hiring & Training
    Hire technicians, customer service and support staff
    Train teams on execution quality and customer interaction
    Build skill levels and career growth development plan
    Implement accountability and performance management
    4) Daily Operations Management
    Manage scheduling, routing and capacity planning
    Handle escalations and service recovery
    Maintain consistency across teams
    Lead daily / weekly / monthly operational reviews
    5) Customer Operations
    Build support workflows and resolution protocols
    Define response and service SLAs
    Train support team on service understanding
    Bridge the gap between field execution and customer service
    Convert customer feedback into operational improvements
    6) Reporting, Analytics & Insights
    Set up operational dashboards and reporting cadence
    Define KPIs across productivity, quality and reliability
    Analyze root causes behind complaints and failures
    Turn data into actionable improvements
    Share structured insights with Product and Growth teams
    Identify patterns impacting retention and repeat usage
    7) Cross-Functional Execution
    Act as the operational interface with Product
    Improve booking flows and service design
    Ensure operational readiness before marketing campaigns
    Support growth experiments with operational planning
    Help marketing understand customer insights, capacity and constraints
    Prepare operations for scale

    Candidate Profile
    We 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 Have
    5–10+ years experience in operations or field services
    Experience launching or building an operation from zero
    Comfortable working in the field during early stages
    Experience hiring and managing frontline teams
    Experience setting KPIs, SLAs and operational reporting
    Strong problem solving and execution ability
    Ability to create structure where none exists
    Hands-on and detail oriented
    Strong ownership mentality

    Ideal Backgrounds
    Home services
    Field service companies
    Service startups

    Not Suitable
    Pure strategy or consulting roles
    Project managers without operational ownership
    Candidates who have not built something from the ground up

    Location
    Dubai, UAE

    Why Join Washmen
    Work in a fast-growing, innovation-driven environment with the resources and ambition to set new standards.

    This is a rare opportunity to build a real-world service line from day one — and own its success in the market.


    We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.

    These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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