EIR – Shared Services

Mumzworld·LinkedIn·Cairo, Egypt·On-site·1 month ago

About the role

Role Overview

The EIR (Entrepreneur in Residence) - Shared Services plays a critical role in sustainably scaling Mumzworld Services across the UAE and KSA, but built out of Egypt. This high-visibility position combines vendor management, operational excellence, customer experience, business analysis, and project coordination.

Serving as the primary point of contact for service partners, the successful candidate will manage day-to-day operations, drive customer satisfaction, and enforce high quality standards.

Beyond day-to-day execution, this role serves as a fast-track leadership springboard, tasking you with pioneering strategic growth initiatives, supporting new service launches, and eliminating operational bottlenecks through advanced digital automation.

What You'll Be Doing

Vendor Management & SLA Enforcement

Identify, onboard, and manage service vendors across multiple categories, building strong, collaborative relationships
Monitor vendor performance against strict Service Level Agreements (SLAs) and KPIs, run regular business reviews, and support cross-border vendor expansion across Egypt, the UAE, and KSA

Service Operations & Delivery

•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

Process Improvement & Automation

•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

Customer Experience (CX) Audit

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