Manager Logistics & Field Operations - Karachi

Mohsyn is seeking a seasoned Manager – Logistics & Field Operations with six years of experience to lead and enhance its on-ground operations across Pakistan. This full-time, onsite role based in Karachi reports directly to the National Operations Manager. The successful candidate will be responsible for managing the entire field and logistics operations, ensuring timely, safe, and reliable service delivery for a variety of client needs—from routine errands and property checks to urgent medical emergencies. This role demands hands-on leadership, overseeing field teams, vendor networks, and operational workflows to maintain seamless execution and build scalable, trustworthy operations as the company expands.

Key Responsibilities

- Own end-to-end execution of field and logistics operations, meeting defined service standards for safety, efficiency, and quality.
- Manage and coordinate the field support network to ensure adequate coverage, availability, and optimal deployment of resources across operational cities.
- Mobilize field teams for both scheduled and urgent requests, including errands, appointments, welfare checks, property visits, and medical emergencies.
- Collaborate closely with control room and client-facing teams to convert service requests into actionable field plans and ensure smooth handovers.
- Build and maintain a reliable network of third-party vendors such as transportation providers, ambulance services, healthcare support, and home maintenance partners.
- Establish vendor selection, onboarding, verification, and performance standards to uphold Mohsyn’s expectations for professionalism, safety, and care.
- Negotiate commercial terms with vendors, balancing cost, speed, reliability, and service quality.
- Ensure operational readiness for 24/7 emergency support, including resource availability, escalation protocols, backup vendors, and contingency plans.
- Oversee logistics coordination during medical emergencies, including ambulance mobilization and hospital support.
- Manage daily client service fulfillment such as transportation, errands, home maintenance, appointments, and welfare checks.
- Define and monitor SLAs and KPIs related to response times, fulfillment rates, vendor performance, and client escalations.
- Maintain real-time visibility of ongoing cases to prevent delays or oversights.
- Develop escalation protocols for emergencies, service failures, and vendor issues.
- Ensure thorough documentation of all field activities, including receipts, reports, and case closures.
- Work with client teams to provide timely updates to families and overseas clients.
- Analyze operational incidents and complaints to identify root causes and implement improvements.
- Create and maintain SOPs, checklists, and response protocols for recurring and emergency situations.
- Monitor operational expenses and seek cost efficiencies without compromising quality or safety.
- Build operational redundancy to avoid dependence on single individuals or vendors.
- Identify geographic coverage gaps and support expansion into new cities.
- Use operational data to identify trends, constraints, and opportunities for process improvements.
- Partner with Product and Technology teams to digitize and automate workflows for better tracking and reporting.
- Recruit, train, and develop field operations staff, fostering a culture of urgency, empathy, accountability, and ownership.

Required Qualifications

- Minimum six years of relevant experience in field operations, logistics, last-mile delivery, emergency response, healthcare operations, or facilities management.
- Proven track record managing on-ground teams and distributed operations.
- Strong vendor management skills including sourcing, negotiation, onboarding, and performance oversight.
- Ability to manage multiple live operations with clear visibility on priorities and risks.
- Expertise in service-level management with experience establishing and tracking KPIs and SLAs.
- Excellent problem-solving skills and sound decision-making under pressure.
- Strong organizational skills with flexibility to handle unpredictable situations.
- Commercial acumen to balance cost control with service quality.
- High ownership and accountability mindset.
- Effective communication and stakeholder management skills.
- Willingness to work beyond traditional hours due to 24/7 service demands.
- Ability to travel within Pakistan as required.

Preferred Qualifications and Benefits

- Experience in healthcare, emergency response, ambulance operations, concierge services, or home healthcare.
- Background managing multi-city or geographically dispersed teams.
- Experience scaling field operations from early stages.
- Familiarity with local vendor ecosystems in major Pakistani cities.
- Exposure to emergency response protocols and incident management.
- Experience in startups, high-growth companies, or operations-led technology firms.
- Knowledge of dispatch, field-force management, CRM, ticketing, or logistics systems.
- Interest in leveraging technology, automation, and AI to enhance operational efficiency.
- Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or related fields.
- Professional certifications in Supply Chain, Logistics, Operations, Project Management, or Health & Safety are advantageous.

At Mohsyn, you will be empowered with ownership and autonomy to make a meaningful impact. This role offers a unique opportunity to lead operations that directly affect families, providing reassurance and care when they need it most. Join a collaborative, low-ego team that values curiosity, accountability, and real-world impact.