{"id":2923869,"url":"https://alion.io/job/save-your-wardrobe-live-operations-manager","title":"Live Operations Manager","company":{"id":2908267,"name":"Save Your Wardrobe","domain":"saveyourwardrobe.com","url":"https://alion.io/company/saveyourwardrobe","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tunis, Tunisia"],"countries":["TN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":33000,"period":"year","method":null,"sample_n":19148},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-11-01T17:47:19Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"The Role\nWe are looking for a Live Operations Manager to own and lead the day-to-day live operations across the SYW operations. This is a critical, high-ownership role at the heart of our operational team with a core focus on client satisfaction and success: you will monitor order flows, manage SLAs end-to-end, and act as the central point of coordination across customers, service partners, brand teams, logistics providers, and internal teams to ensure every order is completed on time and every issue is resolved fast.\nYou will line-manage our Customer Support Agent and will be responsible for growing and structuring the live operations team as SYW scales to support more brands.\nKey Responsibilities\nSLA Monitoring & Escalation\nOwn real-time visibility of all live orders across the platform - repair, warranty, alterations, and related flows\nTrack SLA performance at order and partner level; proactively flag delays and blockers before they breach targets\nIdentify and implement tools to view real life order-specific timelines\nFollow up with service partners, logistics providers, and internal teams to unblock orders and drive completion\nEscalate to internal and external stakeholders where required, maintaining a professional and solutions-oriented approach\nLogistics Monitoring\nMonitor shipment tracking across carrier partners operating in active markets\nIdentify and resolve delivery delays, lost shipments, and logistics anomalies\nMaintain carrier SLA visibility and flag performance trends to the Operations lead\nCustomer & Stakeholder Enquiries\nManage inbound enquiries from end customers, brand teams, and service partners, triaging by urgency and routing appropriately\nHandle escalated cases personally, ensuring timely and high-quality resolution\nLine-manage and develop the Customer Support Agent, providing day-to-day guidance, workload oversight, and coaching\nOperational Excellence & Reporting\nMaintain accurate operational records - orders, escalations, resolutions, SLA outcomes\nSurface patterns and recurring issues; contribute to SOP development and continuous improvement\nReport on daily and weekly operational KPIs to the SVP Operations & Product\nSupport the build-out of live operations processes as SYW scales to a higher volume of brand clients\nWhat We Are Looking For\n- 4-7 years experience in client success, operations or customer operations role - ideally within a tech platform or SaaS environment\n- Demonstrated experience managing SLAs in a multi-stakeholder environment, with a strong bias for proactive follow-through\n- Experience managing or mentoring junior team members\n- Excellent written and verbal communication skills - comfortable coordinating across internal teams and external partners\n- Structured, detail-oriented working style with the ability to manage multiple live priorities simultaneously\n- Data-literate: able to use dashboards and operational tooling to monitor performance and surface insights\n- Fluent in English, French and Arabic, and any additional language is a strong plus given our partner network\nWhat We Offer\n- Strong ownership with international operational experience\n- The opportunity to build and shape the live operations function as SYW scales\n- A collaborative, mission-driven team working at the intersection of brands, technology, and sustainability","description_format":"text","description_chars":3333,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"Arabic","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced 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