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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
What you'll do
- Review vendor KPIs daily (SLA compliance, ticket completion rate, returned/pending tickets).
- Track breaches and escalate to the Catalog Lead or relevant stakeholders.
- Maintain accountability through trackers and dashboards.
Escalations & Issue Management
- Monitor and respond to live issues raised by stakeholders.
- Coordinate fixes with the vendor team and provide timely feedback to internal teams.
- Document recurring issues for process improvement discussions.
Reporting & Analytics
- Maintain daily and weekly dashboards for market-level visibility.
- Update trackers with vendor performance data and ticket movement.
- Prepare and share reporting packs for stakeholders (Ops, Sales, Account Managers).
Planning & Capacity Management
- Collect inflow and capacity data from Jira and vendor reports.
- Highlight risks where inflow may exceed capacity and propose adjustments.
Cross-Team Collaboration
- Join syncs with Operations, Sales, and Account Managers to align on launches, blockers, and campaign readiness.
- Ensure vendors are briefed and aligned on upcoming priorities.
Training & SOP Oversight
- Conduct refresher training sessions with vendor teams to maintain SLA and quality.
- Draft and update SOPs, communicating changes to vendors.
Process Enhancement & Automation Support
- Support ongoing automation initiatives by preparing data, testing outcomes, and tracking adoption.
- Suggest and document improvements to reduce manual dependencies within vendor workflows.
Desired Candidate Profile
What you'll need
- Bachelor s degree in Business, Operations, Computer Science/IT, or related field.
- 1 3 years experience in operations, vendor management, IT systems, or e-commerce.
- Strong analytical skills with proficiency in Excel/Google Sheets; familiarity with Jira and Looker preferred.
- Excellent communication skills in English and Arabic.
- Strong ownership over assigned market operations.
- Ability to track and monitor multiple moving pieces without losing detail.
- Proactive problem-solving and escalation management
- Collaboration across functions and markets.
- Mindset for efficiency, process improvement, and automation.
- Ability to interpret KPIs and translate them into clear actions for vendors
Company Industry
- Travel
- Tourism
Department / Functional Area
- Administration
Keywords
- Senior Catalog Associate
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