Operations Manager; EIR- Home Services Vertical; Launch

Company Overview

Washmen is the UAE’s leading on-demand laundry service, ranked among the world’s top three and globally recognized as the most technologically advanced in the industry.

We are now extending Washmen’s operational excellence beyond garments and leather goods into the customer’s home.

To build the most reliable, scalable, and technology-driven on-demand home service in the region — setting a new operational benchmark for in-home couch, mattress, curtain and carpet cleaning.

We are hiring an EIR with strong operations experience to build and run Washmen’s new home services vertical from the ground up —specifically couch, mattress, curtain and carpet cleaning.

This role reports to operations leadership and will act as the founding builder-operator of the vertical.

You will design the service, hire the team, supervise the first jobs yourself, fix failures, build SOPs, and scale the operation.

This is a hands‑on execution role — not a coordination or oversight role.

• Field operations
• Customer service operations
• Hiring, onboarding, training & development
• Analytics & reporting
• Alignment with Product and Growth teams

• Design the end-to-end customer and operational journey
• Define service scope, execution steps and SLAs
• Select vans, machines, tools, chemicals and setup standards
• Create SOPs and playbooks for technicians and customer service
• Establish safety and in-home customer handling protocols

• Personally supervise and run early operations
• Identify operational failures and resolve them quickly
• Turn real-world learnings into standardized processes
• Ensure daily reliability before scaling volume

• Hire technicians, customer service and support staff
• Train teams on execution quality and customer interaction
• Build skill levels and career growth development plan
• Implement accountability and performance management

• Manage scheduling, routing and capacity planning
• Handle escalations and service recovery
• Maintain consistency across teams
• Lead daily / weekly / monthly operational reviews

• Build support workflows and resolution protocols
• Define response and service SLAs
• Train support team on service understanding
• Bridge the gap between field execution and customer service
• Convert customer feedback into operational improvements

• Set up operational dashboards and reporting cadence
• Define KPIs across productivity, quality and reliability
• Analyze root causes behind complaints and failures
• Turn data into actionable improvements
• Share structured insights with Product and Growth teams
• Identify patterns impacting retention and repeat usage

• Act as the operational interface with Product
• Improve booking flows and service design
• Ensure operational readiness before marketing campaigns
• Support growth experiments with operational planning
• Help marketing understand customer insights, capacity and constraints
• Prepare operations for scale

We are not looking for a consultant, planner, or coordinator.

We are looking for a builder-operator.

You will not inherit an operation. You will build one and then run it.

• 5–10+ years experience in operations or field services
• Experience launching or building an operation from zero
• Comfortable working in the field during early stages
• Experience hiring and managing frontline teams
• Experience setting KPIs, SLAs and operational reporting
• Strong problem solving and execution ability
• Ability to create structure where none exists
• Hands‑on and detail oriented
• Strong ownership mentality

• Home services
• Field service companies
• Service startups

• Pure strategy or consulting roles
• Project managers without operational ownership
• Candidates who have not built something from the ground up

Dubai, UAE

Work in a fast-growing, innovation-driven environment with the resources and ambition to set new standards.

Our operations span 4 facilities totaling 50,000+ sq. ft., a central head office, and a fleet of 100 vans powered by a 600-person workforce serving over 140,000 customers.

This is a rare opportunity to build a real-world service line from day one — and own its success in the market.