About the Role
The Product Specialist, SCMs, Operational Excellence – Air & Sea, Arabian Gulf supports Supply Chain Management Services and digital customer solutions tied to Order Management Services across the Arabian Gulf Cluster (UAE, Iraq, Oman, Kuwait, Qatar). This role ensures customers are correctly configured and onboarded, supported throughout the lifecycle, and aligned with global governance, standards, and Control Tower operating models. The position serves as a key interface between country teams, Global Product, IT, Control Towers, and customers. The successful candidate will be based in Dubai.
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Reporting Line
Reports to: General Manager, Operational Excellence, Air & Sea, Arabian Gulf
Direct Subordinates: N/A
Detailed Responsibilities
Supply Chain Management Services & Order Management Configuration
- Ensure customers are correctly configured and onboarded on the company's SCMs order management platform, including demo and production environments
- Own and manage customer configurations in line with global standards and governance
- Support portal setup, user access management, and permissions
- Support end-to-end User Acceptance Testing
Supply Chain Management Services Design, Requirements & Governance
- Support the design and documentation of customer SCMs solutions, using standard solutions where possible
- Gather, document, and validate customer and internal requirements for improvements to the SCMs platform
- Submit documented enhancement and improvement requirements to Global Product Management for review and prioritization
- Support Commercial and Operations teams in defining appropriate SCMs / Order Management solutions, ensuring capabilities and limitations are clearly understood
- Ensure all customer solutions align with global SCMs, Order Management, and Control Tower governance
Control Tower Enablement & Documentation
- Support Control Tower onboarding, ensuring correct data flows, visibility, and service alignment
- Handle and maintain documentation associated with Control Tower service matrices
- Own documentation related to Exception Management Panels, escalation flows, SCMs Analytics, and exception handling processes.
Customer & Internal Support
- Act as first-line support for SCMs-related issues across the Arabian Gulf cluster
- Log, track, and manage incidents, changes, and requests via ServiceNow
- Support and coordinate customer and internal escalations through to resolution
- Work closely with Global Control Towers on operational, data, and exception-related topics
Customer Engagement, Workshops & Enablement
- Conduct customer presentations, solution walkthroughs, and system demonstrations
- Participate in and support customer workshops related to SCMs, Order Management, and Control Tower solutions
- Deliver training to internal stakeholders (Operations, Commercial, Control Towers)
- Deliver training to external customers, supporting onboarding, adoption, and ongoing usage
Continuous Improvement & Global Collaboration
- Support the submission and follow-up of change requests and improvement proposals
- Ensure global decisions and standards are communicated and implemented consistently across the cluster
- Actively participate in global SCMs / Order Management forums and communities, contributing to knowledge sharing
- Maintain strong working relationships with Global Product Management and Global IT
Key Stakeholders & Interfaces
- General Manager, Operational Excellence, Air & Sea, Arabian Gulf
- Product Manager, SCMs, Operational Excellence – Air & Sea, Arabian Gulf
- Senior Business Integration Manager, EDI & API – Operational Excellence, Air & Sea, Arabian Gulf
- Country Management, Operations, and Commercial teams across UAE, Iraq, Oman, Kuwait, and Qatar
- Global Product Management, Global IT, Global Control Towers, and external customers
Communication
Internal – Commercial Teams, the company's network offices, Operations and Customs Team, Warehouse teams, and Finance teams.
External – Clients, the company's vendors.
Qualifications & Characteristics
- Strong understanding of Supply Chain Management and Order Management solutions
- Strong understanding of CargoWise One and/or Tango, enabling full end-to-end UAT execution
- Experience with customer onboarding, configuration, and digital logistics solutions
- Experience working with Control Tower operating models, data flows, and exception management
- Experience using IT tools (e.g. ServiceNow)
- Strong stakeholder management and communication skills across local, cluster, and global teams.
