Entrepreneur in Residence – Shared Services

• Manage the day-to-day operational performance of service partners, closely tracking booking fulfillment, cancellation, and completion rates

• Partner with Customer Experience (CX) teams to swiftly resolve customer complaints, identify operational bottlenecks, and maintain accurate performance dashboards

• Map existing service workflows to identify gaps and inefficiencies

• Leverage modern AI tools, Claude Code, and workflow automation solutions to eliminate repetitive tasks, build scalable automations, and collaborate with Product and Tech teams to optimize the end-to-end customer journey

• Monitor and audit the end-to-end customer service journey to identify friction points affecting conversion and retention

• Analyze customer feedback, reviews, and service ratings to drive continuous improvement initiatives that boost NPS and overall satisfaction

• Support the operational setup and regional launch of new service categories

• Coordinate with Brand, Marketing, and CRM teams on targeted campaigns, support the acquisition of strategic regional partners, and identify opportunities for upselling and cross-selling services to our existing user base

• Track, analyze, and report on core service metrics and vendor scorecards

• Prepare clear data inputs for Weekly and Monthly Business Reviews (WBR/MBR), build performance dashboards, and deliver data-backed recommendations based on user behavior

• The Foundation: 2–6 years of experience in operations, vendor management, account management, or service delivery

• The Background: Prior experience working within fast-paced e-commerce, marketplaces, logistics, or digital service-based businesses is highly preferred

• The Track Record: Proven success managing external partners, managing SLAs, and coordinating projects across cross-border teams

At Mumzworld, our mission is to empower mothers. While we have mastered the product marketplace, the Services ecosystem is our next massive frontier. As an EIR – Shared Services, you aren't just managing spreadsheets—you are the architect of the customer's real-world experience.

Every high-performing vendor you onboard and every manual process you automate directly impacts a mother's day-to-day life. By scaling these services flawlessly across Egypt, the UAE, and KSA, you will be directly responsible for unlocking a critical new revenue stream for the business and defining what world-class service delivery looks like for families across the region.

You are a structured, data-literate commercial operator who balances macro-level growth with micro-level execution. You thrive in fast-paced, cross-border environments, possess a strong bias for action, and enjoy building systems that make work faster, smarter, and highly automated.