Operations Manager
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Key skills for this role
Role Overview
The Operations Manager owns how the UAE business runs and reports directly to the Managing Director.
The role owns SOPs, quality assurance, cross-department workflows, office budgets, vendor management, people operations, and government compliance.
Administration and HR report to the role, while Client Services and Technical and After-Sales retain their own leads.
Key Skills for This Role
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About Houri Hearing
Houri Hearing has operated in hearing care for over 45 years.
The company runs its UAE business from a Dubai head office and supports regional clinical and retail networks.
The UAE operation is focused on consistency, written standards, clean departmental hand-offs, and a consistent patient experience.
Role Overview
The Operations Manager owns how the UAE business runs and reports directly to the Managing Director.
The role owns SOPs, quality assurance, cross-department workflows, office budgets, vendor management, people operations, and government compliance.
Administration and HR report to the role, while Client Services and Technical and After-Sales retain their own leads.
Core Responsibilities
- Build and maintain SOPs and a quality assurance framework.
- Ensure cross-department hand-offs operate to defined standards.
- Own office budgets, vendor management, people operations, and the government compliance calendar.
- Lead improvement projects and maintain operational standards across the business.
First-Year Priorities
- Months 1–3: Learn the business and deliver a baseline assessment of documentation, processes, and workflow gaps.
- Months 4–6: Launch the priority-process SOP framework, quality assurance cadence, and monthly operations pack.
- Months 7–12: Extend SOP coverage across the operation, improve audit results and service KPIs, and run compliance without prompting.
Experience and Education
- At least four years of operations, quality, or process management experience in a structured, multi-site business.
- Relevant backgrounds include retail, healthcare networks, pharmacy, diagnostics, optical chains, hospitality, F&B, and professional services.
- A degree in business, engineering, industrial engineering, supply chain, healthcare management, or a related field is required.
- Postgraduate qualifications and quality certifications such as ISO 9001 lead auditor or Six Sigma are advantageous.
Required Capabilities
- Demonstrated SOP and quality assurance work with measurable improvements.
- Advanced Excel skills and confidence using ERP, CRM, or clinic management systems.
- Excellent written and spoken English are required.
- UAE experience and familiarity with UAE labour law, MOHRE, immigration, or licensed-business compliance are preferred.
- Arabic is a strong advantage.
Personal Attributes
The successful candidate is a detailed systems thinker who can influence departments without direct reporting authority.
The role requires service orientation, discretion, absolute integrity, and the ability to handle confidential salary and employee information.
What the Company Offers
- A competitive total monthly package with medical insurance, a UAE employment visa, and annual leave in line with UAE labour law.
- Direct reporting to the Managing Director and ownership of business operations.
- Professional development in product, industry, and quality management.
- A visible role within a small, senior, capable team.
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