Entrepreneur in Residence (EIR) - Operations
About the role
About Mumzworld
Mumzworld is the leading parenting destination in the Middle East, serving mothers and families across the region. We're entering a new phase of disciplined, profitable growth, and that means rethinking how customer experience works in a modern, AI-enabled business. Customer service isn't just ticket handling to us - done well, it's one of the strongest operating advantages we have in e-commerce.
Why This Role Exists
Most customer service organizations run on manual effort, repetitive workflows, and reactive firefighting. We think CX can be rebuilt from first principles into a real strategic advantage - and this role is how we do that. You'll transform how customer experience work gets done at Mumzworld through workflow redesign, automation, AI agents, and operational excellence.
This is not a traditional CX leadership role. We are not looking for someone to simply manage queues or maintain existing processes. We need a builder: someone who thrives in ambiguity, challenges legacy workflows, and can redesign systems in a fast-moving, imperfect environment.
The Mission
In your first 6-12 months, you'll transform customer experience across three fronts.
- Build a world-class service operating machine
Improve SLA, AHT, first contact resolution, backlog, productivity, quality, and cost per contact. Build disciplined operating routines across chat, WhatsApp, email, phone, social, escalations, and assisted sales - and lead both our in-house and BPO operations.
- Build the voice-of-customer engine
Turn customer feedback; NPS, CSAT, complaints, reviews, sentiment, service data into action the business takes. Trace root causes across logistics, fulfilment, product, catalogue, marketplace, commercial, and tech. Reporting the problem isn't the job; getting it fixed is.
- Lead agentification and AI transformation
This is the most important part of the role. Reimagine customer operations using AI agents, automation, copilots, smart routing, workflow redesign, and agent-assist tools…