Sama X is on a mission to bring Starlink connectivity to 15+ key markets across MENA and South Asia. We are seeking an experienced Head of Operations to lead and scale satellite internet service delivery, including partner management, procurement, logistics, and customer support operations. This role requires telecom or advanced networking experience and a strong focus on operational excellence and service quality.

Key Responsibilities:

• Manage partner networks: onboard, evaluate, and drive performance of field service partners across multiple markets.

• Define and enforce SLAs/KPIs for inventory handling, installations, and post-install support.

• Lead local teams to ensure SOP adherence and high-quality service delivery.

• Oversee customer support operations across channels, managing KPIs like CSAT and resolution rates.

• Coordinate inventory planning and logistics, optimizing regional hubs and warehouse reporting.

• Collaborate cross-functionally with commercial, product, and tech teams to align operational readiness for market launches.

• Monitor performance using digital tools to ensure SLA compliance and proactive issue resolution.

Qualifications & Requirements:

• 10+ years in operations leadership, ideally in telecom, tech, or partner-driven service delivery.

• Proven track record managing installation quality, technical onboarding, and post-deployment support.

• Knowledge of CRM, ticketing, and Operations Support Systems (OSS) preferred.

• Strong negotiation, project management, and cross-cultural communication skills.

• Experience in MENA markets and Arabic fluency is a plus.

• Willingness to travel across the region as needed.