Head of Operations - B2B Logistics

About The RoleMadar is seeking an experienced and results-driven Head of Operations to lead and oversee the company's B2B logistics operations, ensuring efficient, scalable, and high-quality service delivery across the organization.The ideal candidate will have strong experience in B2B logistics, transportation, supply chain, or logistics technology, with a proven track record of managing complex operations, optimizing processes, improving service levels, and leading high-performing operational teams.In this role, you will be responsible for overseeing the end-to-end operational journey, from shipment execution and carrier coordination to delivery performance, issue resolution, and continuous operational improvement.Key ResponsibilitiesLead and oversee end-to-end B2B logistics operations across the organizationEnsure smooth and efficient execution of daily transportation and shipment activitiesEstablish and maintain operational processes, policies, and SOPsMonitor operational performance and ensure compliance with agreed SLAs and service standardsIdentify operational challenges and implement effective solutions to improve efficiency and service qualityOversee shipment planning, execution, tracking, and deliveryManage relationships and operational coordination with carriers, fleet providers, logistics partners, and customersEnsure optimal utilization of transportation capacity and resourcesMonitor delivery performance, delays, cancellations, and operational exceptionsDevelop strategies to improve On-Time Delivery, fulfillment, and overall service reliabilityB2B Customer OperationsEnsure a seamless operational experience for B2B customers and strategic accountsWork closely with Commercial and Customer Success teams to understand customer requirements and operational commitmentsEstablish effective processes for handling escalations, complaints, and service issuesMonitor customer satisfaction and identify opportunities to improve operational service deliveryWork closely with Product and Technology teams to optimize logistics workflows and platform functionalityIdentify opportunities for automation, digitalization, and operational scalabilityUse operational data and analytics to identify bottlenecks and improve decision-makingSupport the continuous improvement of logistics systems, processes, and operational toolsLead, develop, and manage high-performing operations teamsEstablish clear responsibilities, targets, and performance expectationsMonitor team performance and provide coaching and developmentBuild a strong culture of accountability, operational excellence, and continuous improvementPerformance & KPIsDefine and monitor key operational KPIs, including:On-Time DeliveryShipment Success RateOrder/Shipment Fulfillment RateSLA ComplianceCancellation RateException & Issue Resolution TimeCarrier PerformanceCustomer SatisfactionOperational Cost EfficiencyProductivity & UtilizationPrepare regular operational reports and provide insights and recommendations to senior managementDevelop and execute the operational strategy in line with business growth objectivesBuild scalable operational models to support business expansionIdentify operational risks and develop mitigation plansSupport new market, customer, and service launches from an operational perspectiveContinuously benchmark and improve operational processes and service standardsRequirementsBachelor's degree in Logistics, Supply Chain, Business Administration, Operations Management, or a related field5 to 7 years of experience in Operations, Logistics, Transportation, or Supply ChainExperience working with SaaS platforms, digital logistics solutions, or technology-enabled operations is a strong plusStrong experience in B2B logistics and transportation operationsExperience managing complex, high-volume logistics operationsProven experience managing carriers, fleet providers, logistics partners, and enterprise customersStrong understanding of logistics technology, digital platforms, TMS, or transportation management systems is highly preferredStrong experience in operational KPIs, SLA management, process improvement, and performance managementExcellent leadership, problem-solving, communication, and stakeholder management skillsStrong analytical and data-driven mindsetExperience in the Saudi/GCC logistics market is preferredExcellent command of English; Arabic is an advantage