E-commerce Operations Director

2 weeks ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Premier Insurance Brokers L.L.C Full time

The Premier Insurance Brokers L.L.C. seeks an experienced E-commerce Operations Director to oversee the daily operations of its digital insurance platform. The ideal candidate will have expertise in IT infrastructure, e-commerce platforms, and customer service operations.

Key Responsibilities
  • Oversee launch, maintenance, and enhancement of the online insurance platform for a seamless user experience.
  • Collaborate with insurance providers and digital vendors to integrate systems and enhance service offerings.
Operational & Customer Service Excellence
  • Supervise daily call center operations, including inbound/outbound calls, email support, and live chat assistance.
  • Develop and implement operational strategies to enhance customer service, streamline processes, and improve team performance.
  • Monitor key performance indicators (KPIs) such as response times, customer satisfaction, and conversion rates, taking proactive steps to address performance gaps.
  • Ensure compliance with regulatory requirements, company policies, and e-commerce best practices.
  • Maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in digital service delivery.
Business Development & Stakeholder Engagement
  • Develop partnerships and tie-ups with service providers to enhance product offerings and add value to customers.
  • Work closely with sales, marketing, and IT teams to align goals and ensure smooth execution of e-commerce initiatives.
  • Analyze market trends and customer feedback to recommend enhancements and business growth opportunities.
  • Prepare and present reports on performance metrics, sales progress, and strategic insights to senior management.
Qualifications & Experience
  • Bachelor's degree in Business Administration, IT, Management, or a related field (Master's degree is a plus).
  • 10+ years of experience in e-commerce operations, call center management, or Insurtech.
  • Strong understanding of IT infrastructure, CRM systems, and call center technologies.
  • Experience working in e-commerce platforms and digital insurance environments.


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