Strategy and Operations Manager

About the Role
We’re looking for a Strategy and Operations Manager who combines structured problem-solving with real hands-on tech ability to solve the hardest cross-functional issues at the company. You will work directly with the Co-CEO to diagnose operational problems using data and field observation, create actionable roadmaps, and drive these initiatives to measurable results. You will own what our tech team builds and the order of development, leading the transition of our operations backend to an AI-agent-based platform.

The necessity for this role arises from our strong execution capacity, but a need for dedicated focus on transforming complex problems into actionable roadmaps. Most of what you’ll develop will involve tooling, automation, and AI, along with process and people management. Initially, you will have no direct reports, but you will have full ownership of the tech backlog, with plans to add a Tech Lead under your direction within the first year.

What You’ll Own

• Cross-functional problem-solving: Tackle the company’s most challenging operational issues such as customer service, order flow, installations, pricing, and market launch readiness. Assess these problems, identify root causes, and build a roadmap to address them, focusing on 70% tooling, automation, and AI, and 30% process and people.
• Delivery to results: Drive each roadmap to achieve measurable outcomes, hand over solutions to the relevant function, and seamlessly transition to the next issue; manage multiple projects in parallel as you grow.
• Tech backlog and prioritization: Oversee a single prioritized backlog involving our in-house developer, data analyst, and external tech agency. Replace ad-hoc requests with a clear intake and prioritization process.
• Product ownership towards the agency: Define scope, acceptance criteria, sequencing, and release processes.
• 12-month internal product plan: Enhance our Order Management System and booking app, develop a quoting tool, and transition customer service from our current tool to a platform with advanced AI agents.
• Flagship first project: Lead the transition of the customer service platform, overseeing vendor selection, AI agent design, process redesign, and change management in collaboration with the customer service team.

Ideal Candidate

• Experience: 3 to 6 years of experience including strategy consulting, ideally followed by experience in a tech scale-up or an operations-intensive marketplace.
• Structured Problem-Solving: Ability to deconstruct ambiguous problems, articulate clearly, and execute plans to completion.
• Tech-savvy: Experience in implementing automations with simple LLM steps (e.g., Make, n8n, or via API) and the capacity to design and evaluate AI agents. Proficiency in reading SQL and evaluating vendor AI claims, along with the ability to prototype with AI coding tools.
• Product Ownership: Proven track record of owning a product, tool, or system end-to-end, comfortable with backlogs, specifications, and agile practices like stand-ups.
• Hands-on and Output-Driven: A desire to deliver results and tangible outputs instead of merely analyzing situations.
• Nice to Have: Experience with customer service tooling and AI agents in a B2C setting; exposure to e-commerce, order management, or field-service operations.

A software or machine learning engineering background is not necessary, as architecture, code review, and technical coaching will be provided by the agency’s delivery manager and the planned Tech Lead for this role.

Why Join the company

• Build from the ground up: Play a key role in shaping the systems and processes that will define our growth across various brands and markets.
• See your impact firsthand: Enjoy a founder-level perspective on the most critical problems, with minimal bureaucracy and direct access to the Co-CEOs.
• Real ownership: You will determine priorities in development and the sequence of build, with a Tech Lead set to join within the first year.
• Share in the upside: Competitive compensation package that includes bonuses and stock options.

How We Work
Our culture merges ambition and accountability with empathy and respect.

• Outgrow Yourself: Focus on expanding your skills, judgment, and impact as the company evolves.
• Own It End to End: Manage dependencies effectively, raise blockers early, and follow through on commitments.
• Structure the Chaos: Bring clarity to complex issues and use evidence-based decision-making.
• People, Not Machines: Uphold high standards while treating everyone with fairness and understanding.
• Challenge Every Limit: Continually question the norm, explore new solutions, and tackle unfamiliar challenges.

About the company
The company simplifies every aspect of home furnishing. We operate three brands: Kurtains, the UAE’s leading made-to-measure curtains and blinds service; Floorz, which offers a seamless experience for flooring; and MAKAN, our furniture rental service. By combining technology, trusted expertise, and superior execution, we are a team of 80 people transforming over 1,000 homes monthly while experiencing rapid growth. Our ambition is to reach every major city in the region and every home category. We aim to create an enjoyable furnishing experience that enhances people's love for their living spaces.