Salalem is growing, and our founders are still making too many day-to-day calls themselves. We're hiring an Operations Manager to take that over. Your main job will be to keep client work moving and make the team run well, in Amman and remotely.
About Salalem
Salalem Talent Development Studio helps organisations find their most important learning needs, choose the right response, deliver it, and measure what changed. Most of our clients are Arabic-first enterprises, led by banking and financial services. Our team works across product, engineering, QA, content, and client services, from Amman and several other countries.
What you'll do
Client tickets (your first priority)
- Make sure every open client ticket has an owner and a next step, and follow it until it's resolved
- Coordinate the work across client services, product, QA, engineering, and content
- Catch stalled tickets early and clear the blocker yourself, or bring in the person who can
- Track response and resolution times against each client's commitments, and act before one is missed
Delivery and decisions
- Track what's done, in progress, blocked, or at risk across teams, and give each piece of work one owner
- Resolve conflicting priorities using agreed rules, and bring in the founders only when the decision is theirs
- Approve routine operational requests within agreed limits, and record each decision and the reason for it
People
- Approve leave and attendance exceptions, and apply the same rules to office and remote staff
- Handle sick leave and emergencies, and be the team's go-to person when a process isn't clear
- Run the staff evaluation cycle, handle disputes about ratings, and make sure everyone ends the review with a development plan
- Turn manual work into procedures the team can follow without asking
What you'll bring
- 5-8 years in operations or delivery, including 2-3 years accountable for people or delivery (strong candidates outside this range are welcome)
- A record of keeping client tickets or service requests moving to resolution at a software company
- Hands-on experience managing people: setting expectations, giving feedback, having hard conversations, and following through
- Delivery you ran through teams that didn't report to you, spread across countries and time zones
- Performance reviews where you explained a rating and stood behind it
- Experience moving a team onto a new system or procedure, and keeping it in use after launch
- Enough technical understanding to tell a defect from a feature request
- Clear written English
Nice to have: professional Arabic, a software or L&D background, and everyday use of AI tools.
How we hire
1. A short call about your background
2. An interview about operations you've run, with real examples and results
3. A practical case based on a realistic week at Salalem
4. A final conversation with our CEO
