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

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.

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.

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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