• take full ownership of the end-to-end communication strategy • draft and execute all messaging for end customers • collaborate with Content Designers and Risk colleagues • partner with colleagues to explore AI skills • work alongside and coordinate the delivery of notifications • support the wider team in the delivery of service communications • navigate internal sign-off processes rapidly • participate in post-incident reviews

- **Operations Management:** Be the overall owner for all processes once a request is placed via our platform and their performance. Ensure smooth day-to-day running of operations and deliver a high-quality experience for customers and mechanics. Take accountability for key metrics such as fulfilment, cost per booking, customer satisfaction, and interactions per booking. - **People:** The operations function represents a large part of the business, and you’ll be responsible for managing, growing, and developing a high-performing team. Set clear expectations, build accountability, and create a low-friction environment where people take ownership of results. - **Process: **You will need to be someone that is process driven and has the ability to build teams and improve processes that work efficiently and that can scale effectively with the business. - **Automation and AI: **Identify and implement opportunities to reduce manual work through better tooling, automation, and AI. Focus on practical improvements that increase speed, quality, and efficiency. - **Execution and performance:** Turn strategy into clear actions and deliver them at pace. Identify issues early, prioritise effectively, and take ownership of solving them. Run experiments and implement changes that improve operational and commercial performance. - **Supply and marketplace health: **Ensure strong supply coverage in key areas while maintaining quality. Improve mechanic engagement, retention, and performance. Work closely with marketing and partnerships to balance supply and demand. - **Product: **Work closely with product and engineering to improve the customer and mechanic experience. Provide clear input on priorities based on operational impact and help deliver changes that reduce friction and improve performance. - **Process and systems: **Own and improve operational processes to increase efficiency and reduce errors. Take responsibility for the systems used by the operations team, including Zendesk, Aircall, Pipedrive and others.

• Design realistic Retail Trade scenarios in Arabic or English grounded in GCC operational contexts (e.g., store operations, customer service escalations, inventory management, pharmacy workflows, retail compliance, fraud prevention, sales supervision, branch coordination) • Adapt structured evaluation rubrics for operational problem-solving, customer interactions, retail decision-making, and compliance-related tasks • Review AI and human-generated responses for factual accuracy, policy compliance, customer service quality, and operational realism • Contribute to “gold standard” solutions reflecting best practices across GCC retail, pharmacy, and commercial operations

• Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central), and messaging collaboration (M365/Slack/Box/Zoom) service reliability • Drive root cause analysis (RCA) and problem management activities following significant incidents • Implement corrective actions and operational improvements to prevent recurrence • Maintain clear operational documentation and post-incident reporting standards • Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes (Incident, Problem, Change Request, CMDB, Knowledgebase) and drive service-level accountability across all teams • Oversee infrastructure changes to ensure they are properly reviewed, documented, and executed according to change management processes • Coordinate maintenance activities across infrastructure teams and external vendors • Ensure production environments remain stable during infrastructure upgrades and deployments • Identify operational inefficiencies and drive process improvements across infrastructure support models • Support automation initiatives to improve service delivery and reduce manual operational overhead • Contribute to operational readiness for new infrastructure deployments, ensuring services are supportable in production • Establish a weekly Operations Review with key performance, change, and risk metrics for executive visibility • Partner closely with enterprise project teams to ensure seamless transitions from build to run • Drive operational readiness for all infrastructure projects and platform changes