Product Manager – Operations Excellence

Location: Giza, Al-Mohandsien

Reporting to: Head Of Product

Summary of the role:

This is not a back-office product role. As Product Manager – Operations Excellence, you will drive the systems, tools, and internal processes that enable Mazeed to scale, serve customers better, and deliver SLAs with confidence. 

You’ll work across teams — including onboarding, finance, service delivery, and customer support — to remove friction, increase automation, and improve visibility into operations. Your success means more satisfied customers, more productive teams, and faster growth. 

What are the duties and responsibilities of the role:

🧭 Operations Enablement & Efficiency 

• Build internal systems that streamline how our teams onboard, serve, and support customers. 

• Optimize workflows across departments to reduce turnaround time and increase consistency. 

• Identify operational bottlenecks and design scalable solutions — not just quick fixes. 

💬 Support & Service Tooling 

• Design internal support consoles with the right customer context and tools to resolve issues efficiently. 

• Create structured workflows for ticket handling, escalation, and knowledge access. 

• Enable our experts and CX teams to deliver fast, accurate, and helpful responses. 

⚙️ Automation & Workflow Orchestration 

• Automate repetitive internal tasks such as account setup, task routing, and compliance validation. 

• Build internal triggers and escalation logic to prevent SLA breaches and missed handoffs. 

• Integrate human workflows with system processes to create seamless service delivery. 

📊 Operational Visibility & Admin Dashboards 

• Develop internal tools that give Mazeed teams full visibility into customer status, service history, and system health. 

• Enable teams to proactively identify risks or delays before they impact the customer. 

🧾 Internal Documentation & Process Rollout 

• Define processes and drive alignment across teams on how internal tools are used. 

• Own the enablement and training experience for new tools and workflows.