Operations Manager – Onboarding & Client Success

About the role

We are looking for an Operations Manager to own how iCare delivers for its clients — from the day a nursery signs, through implementation and training, to renewal and growth. You will lead the operations and technical training teams and report directly to the founder.

Key responsibilities

• Build and run a clear onboarding process that gets every new nursery fully live quickly, with defined stages, deadlines and daily follow‑up.
• Reduce time‑to‑live by shortening the average number of days from signature to a fully active nursery account.
• Lead implementation, training and technical support, set service standards and ensure they are met.
• Write and enforce SOPs to make the business repeatable and less dependent on individuals.
• Own the KPI framework: define, track and report operational, retention, onboarding speed, service quality and revenue metrics.
• Build and maintain a monthly performance dashboard covering operations, retention, onboarding speed, service quality and revenue.
• Set individual and departmental targets, review performance and conduct performance reviews.
• Present a clear monthly performance review to the founder, highlighting problems early and proposing solutions.
• Track the health of all 200 accounts, identify at‑risk clients early and reduce churn.
• Own contract renewals and lead renewal conversations with clients.
• Handle client escalations, turning unhappy clients into stable ones.
• Expand platform usage within existing nurseries and grow the value of each account.
• Lead, coach and develop the operations and technical training teams, run performance reviews and hire as needed.

Required profile

• 5‑10 years of professional experience, including at least 2 years managing a team.
• Proven experience running operations, service delivery, implementation or customer operations.
• Strong experience building and managing KPIs, defining metrics, tracking them and using data to improve performance.
• Confidence with numbers, reporting and dashboards; advanced Excel or Google Sheets essential.
• Strong client‑facing background with responsibility for retention.
• Demonstrated ability to build processes from scratch and ensure adherence.
• Excellent follow‑up discipline, tracking many accounts simultaneously.
• Strong communication and negotiation skills in Arabic and very good English.
• Comfortable in a hands‑on environment with direct client follow‑up and day‑to‑day execution.

Required skills

• Advanced Excel
• Google Sheets