Head of Operations - B2B Logistics

About the Role

Madar 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 Responsibilities

• Lead and oversee end-to-end B2B logistics operations across the organization.
• Ensure smooth and efficient execution of daily transportation and shipment activities.
• Establish and maintain operational processes, policies, and SOPs.
• Monitor operational performance and ensure compliance with agreed SLAs and service standards.
• Identify operational challenges and implement effective solutions to improve efficiency and service quality.
• Oversee shipment planning, execution, tracking, and delivery.
• Manage relationships and operational coordination with carriers, fleet providers, logistics partners, and customers.
• Ensure optimal utilization of transportation capacity and resources.
• Monitor delivery performance, delays, cancellations, and operational exceptions.
• Develop strategies to improve On-Time Delivery, fulfillment, and overall service reliability.
• B2B Customer Operations
• Ensure a seamless operational experience for B2B customers and strategic accounts.
• Work closely with Commercial and Customer Success teams to understand customer requirements and operational commitments.
• Establish effective processes for handling escalations, complaints, and service issues.
• Monitor customer satisfaction and identify opportunities to improve operational service delivery.
• Work closely with Product and Technology teams to optimize logistics workflows and platform functionality.
• Identify opportunities for automation, digitalization, and operational scalability.
• Use operational data and analytics to identify bottlenecks and improve decision-making.
• Support the continuous improvement of logistics systems, processes, and operational tools.
• Lead, develop, and manage high-performing operations teams.
• Establish clear responsibilities, targets, and performance expectations.
• Monitor team performance and provide coaching and development.
• Build a strong culture of accountability, operational excellence, and continuous improvement.
• Performance & KPIs
• Define and monitor key operational KPIs, including:
• On-Time Delivery
• Shipment Success Rate
• Order/Shipment Fulfillment Rate
• SLA Compliance
• Cancellation Rate
• Exception & Issue Resolution Time
• Carrier Performance
• Customer Satisfaction
• Operational Cost Efficiency
• Productivity & Utilization
• Prepare regular operational reports and provide insights and recommendations to senior management.
• Develop and execute the operational strategy in line with business growth objectives.
• Build scalable operational models to support business expansion.
• Identify operational risks and develop mitigation plans.
• Support new market, customer, and service launches from an operational perspective.
• Continuously benchmark and improve operational processes and service standards.

• Bachelor's degree in Logistics, Supply Chain, Business Administration, Operations Management, or a related field.
• 5 to 7 years of experience in Operations, Logistics, Transportation, or Supply Chain.
• Experience working with SaaS platforms, digital logistics solutions, or technology-enabled operations is a strong plus.
• Strong experience in B2B logistics and transportation operations.
• Experience managing complex, high-volume logistics operations.
• Proven experience managing carriers, fleet providers, logistics partners, and enterprise customers.
• Strong understanding of logistics technology, digital platforms, TMS, or transportation management systems is highly preferred.
• Strong experience in operational KPIs, SLA management, process improvement, and performance management.
• Excellent leadership, problem-solving, communication, and stakeholder management skills.
• Strong analytical and data-driven mindset.
• Experience in the Saudi/GCC logistics market is preferred.
• Excellent command of English; Arabic is an advantage.