Location – Dubai, UAE

Salary – 45,000 – 55,000 AED/month

Required Experience:

• Operational process design, including the ability to design, implement, and improve scalable operational workflows.
• Multi-project coordination, with experience managing multiple concurrent projects, jobs, sites, or field activities.
• Last-mile operations, including delivery, dispatch, routing, installation, or field-service execution.
• Operational control systems, including experience building visibility, reporting dashboards, control towers, or command-center routines.
• Workforce coordination, with the ability to plan, allocate, and optimize field teams, installation crews, or operational resources.
• Cross-functional coordination, including the ability to align sales, logistics, customer service, production, project teams, and field operations.
• Performance management, including defining KPIs, monitoring execution, improving accountability, and driving operational discipline.
• Continuous improvement, with a track record of reducing inefficiencies, delays, revisits, resource conflicts, and operational bottlenecks.

Preferred Industry Background:

Candidates with experience in the following environments will be highly relevant:

• High-volume furniture delivery networks.
• Modular furniture installation operations.
• Kitchen, closet, or joinery installation companies.
• Large-scale home installation programs.
• Retail last-mile operations.
• Logistics, distribution, or field-service organizations.
• Companies with complex scheduling, dispatch, multi-site execution, and customer coordination requirements.

Experience in organizations known for operational maturity in last-mile execution, field service, or installation operations will be considered an advantage.

Required Skills and Competencies:

The successful candidate should demonstrate strong capability in:

• Operational architecture and process design
• Multi-site and multi-project scheduling
• Dispatch planning and workforce optimization
• Field operations management
• Last-mile execution
• SLA-based operational management
• Customer coordination at scale
• Workflow visibility and reporting
• Data-driven decision-making
• Escalation management
• Cross-functional leadership
• Standard operating procedure development
• Continuous improvement
• Change management
• Team leadership and capability building

Leadership Characteristics:

The ideal candidate will be:

• Highly process-oriented, with the ability to bring structure to complex operational environments.
• Operationally disciplined, with strong attention to planning, execution, follow-up, and accountability.
• Systems-driven, with the ability to design workflows that do not depend only on individual effort.
• Calm under complexity, especially in high-volume, high-pressure field operations.
• Data-oriented, using metrics and visibility to drive better operational decisions.
• Execution-focused, with a practical mindset and strong ownership of results.
• Collaborative, able to work effectively across departments and align multiple stakeholders.
• Customer-conscious, with an understanding of how operational reliability directly affects customer experience.

Key Responsibilities:

Operational Transformation

• Design and implement a scalable operating model for delivery and installation operations.
• Transform fragmented and reactive workflows into structured, repeatable, and measurable operational processes.
• Establish clear operational governance, escalation paths, planning rhythms, and execution standards.
• Build systems and routines that improve visibility across active projects, installation status, resource allocation, and customer commitments.
• Introduce process discipline across scheduling, dispatching, installation sequencing, and field execution.

Multi-Project Planning and Coordination

• Oversee daily and weekly planning for multiple concurrent delivery and installation projects.
• Develop structured planning methodologies to manage project complexity, resource availability, site readiness, and customer requirements.
• Ensure effective coordination between project teams, installation crews, logistics, customer service, sales, production, and other internal stakeholders.
• Improve installation sequencing to reduce delays, idle time, revisits, and operational conflicts.
• Establish clear handover processes between functions to ensure smooth project execution.

Last-Mile Execution and Field Operations

• Lead the development of efficient last-mile delivery and installation execution practices.
• Improve dispatch planning, routing logic, crew allocation, and workforce utilization.
• Monitor field performance and ensure crews are deployed effectively based on project priority, scope, skills, geography, and site readiness.
• Support the resolution of operational issues that affect delivery timelines, installation quality, or customer experience.
• Reduce firefighting by building proactive planning, early risk identification, and structured escalation mechanisms.

Operational Control and Visibility

• Develop an operational control tower approach to track active projects, installation progress, resource capacity, bottlenecks, and exceptions.
• Define and monitor key operational metrics, including schedule adherence, crew productivity, installation completion rates, delays, revisits, customer readiness, and service-level performance.
• Use data and reporting to improve decision-making, prioritization, forecasting, and accountability.
• Build dashboards, reporting routines, and performance review mechanisms to increase transparency across the operation.
• Ensure operational leaders have timely and accurate information to manage daily execution.

Process Standardization and Continuous Improvement

• Standardize core delivery and installation workflows across projects, teams, and locations.
• Identify process gaps, coordination breakdowns, recurring delays, and inefficiencies.
• Lead continuous improvement initiatives that enhance execution reliability, customer experience, and operational productivity.
• Create standard operating procedures, planning templates, escalation protocols, and performance management routines.
• Embed a culture of operational discipline, accountability, and continuous improvement.

Customer Coordination and Service Performance

• Improve customer coordination at scale through structured communication processes and clear ownership.
• Ensure delivery and installation commitments are managed with accuracy, visibility, and professionalism.
• Reduce customer-impacting delays through better planning, readiness checks, and escalation management.
• Support the organization in achieving stronger service-level performance and a more consistent customer experience.
• Work cross-functionally to ensure customer expectations are aligned with operational capacity and project realities.

People and Workforce Management

• Lead, coach, and develop operational planning, dispatch, coordination, and field execution teams.
• Improve workforce planning, crew deployment, productivity, and utilization.
• Build team capability in process discipline, structured planning, data-driven decision-making, and issue resolution.
• Reduce overdependence on key individuals by introducing clearer roles, responsibilities, systems, and workflows.
• Promote a calm, structured, and execution-focused operating culture.

About the Role:

The Head of Operations - Manufacturing & Installation will lead the transition from a reactive operational structure to a scalable project operations model. The role will focus on operational architecture, process design, scheduling discipline, workforce utilization, workflow visibility, and cross-functional coordination.

The ideal candidate will bring experience from high-volume, multi-site operational environments such as furniture delivery, modular furniture installation, kitchen and closet installation, home installation programs, retail last-mile operations, logistics, or mature field-service organizations.