Head of Operations

Position Summary

As Head of Operations at Furchild, you will be the integrator and orchestrator of the company’s core functions - Production, Supply Chain, Customer Operations, Logistics, and Cross-Departmental Coordination. You will lead with a strategic mindset and execution discipline to ensure that business objectives translate into seamless operational outcomes across departments. This is a senior leadership role, with the mandate to align people, process, and performance toward scalable growth across the UAE and new regional markets. The ideal candidate brings a proven track record in end-to-end operational management, continuous improvement, and is primed to evolve into a COO or Director of Operations role.

Key Responsibilities

• Cross-Functional Operational Leadership
• Serve as the operational counterpart to the CEO, ensuring executional alignment between departments (Production, Commercial, Marketing, Finance, CX, and Tech).
• Translate strategic goals into integrated, executable operational plans and monitor progress through KPIs and dashboards.
• Lead the weekly business rhythm including operating reviews, issue resolution, and cross-departmental coordination.
• Supply Chain, Inventory Fulfilment Oversight
• Oversee inbound and outbound logistics, procurement, inventory accuracy, cold chain management, and last-mile delivery (internal and 3PL).
• Implement demand-supply balancing in coordination with Production and Commercial teams.
• Ensure OTIF (on-time-in-full) delivery performance, stock coverage, and minimal spoilage or obsolescence.
• Customer Experience Operations
• Work with Customer Experience and Tech teams to ensure scalable, tech-enabled service excellence across subscriptions, complaints, retention workflows, and contact centre operations.
• Optimize service SLAs, resolution rates, churn reduction processes, and feedback loops for continuous improvement.
• Process Excellence Systems Implementation
• Institutionalize SOPs across departments, introducing process documentation, training, and audit mechanisms.
• Drive the implementation and integration of ERP, WMS, CRM, or similar platforms in collaboration with Tech/IT.
• Embed performance management systems and data-driven decision-making across business units.
• New Market Operational Readiness
• Plan and operationalize market entry readiness in coordination with Commercial and Production teams (e.g. GCC).
• Navigate regulatory, logistics, customs, and partner alignment for regional rollout.
• Design scalable operational infrastructure including regional warehousing, partner SLAs, and fulfillment strategies.
• Compliance, Risk Regulatory
• Own operational compliance with UAE labor laws, health safety, food safety, environmental regulations, and municipality/authority requirements.
• Oversee risk identification and mitigation across supply chain, production, and logistics.
• Implement contingency planning for operational disruptions or emergencies.
• Financial Performance Management
• Manage departmental budgets for operations, logistics, and fulfillment.
• Monitor cost drivers and improve operational efficiency to enhance gross margin and EBITDA contribution.
• Work with Finance and CEO to build rolling forecasts and operations-driven financial models.
• Team Leadership Culture
• Build and lead a team of department heads and managers across production, logistics, customer ops, and supply chain.
• Drive a high-performance, collaborative, and accountable culture.
• Mentor functional leaders for succession and professional development.
  
  

Qualifications

Qualifications Competencies

• 10+ years in operational leadership roles in manufacturing, FMCG, D2C, or food production sectors; experience in UAE/GCC markets strongly preferred.
• Proven track record managing multi-site, multi-function operations in fast-paced growth environments.
• Strong systems thinker, able to see the big picture while driving detail-level execution.
• Familiar with ERP, WMS, and CRM systems; process-oriented with Lean/Kaizen background a plus.
• Experience managing both internal teams and third-party providers (3PL, co-packers, regulatory consultants).
• Bachelor’s degree in Engineering, Business, or Supply Chain; MBA or equivalent preferred.
• Bilingual proficiency (English mandatory; Arabic an advantage).
  
  

Additional Information

Why Join Us?

We’re not just feeding pets – we’re changing the way people care for them. At The Furchild, our work is driven by a shared love for animals and a commitment to making a real difference in their lives. When you join us, you’re part of something bigger – a company that values innovation, customer satisfaction, and most importantly, the health of pets.

Our Hiring Process

• We make the hiring process as straightforward as possible, with the following steps:
• Apply: Submit your application, and our team will review your profile.
• Initial Interview: If your qualifications align, we’ll schedule an initial conversation with you.
• Hiring Manager Interview: Shortlisted candidates will meet with hiring managers.
• Assessment: Depending on the role, you may be invited for a case study, trial assignment, or coding session.
• Offer: Successful candidates will receive an offer within 2-3 weeks from their initial application.
  
  

Ready to Join Us?

If you’re excited about making a difference in the lives of pets and being part of a fun, innovative company, we’d love to hear from you!