Manager Logistics & Field Operations - Karachi

With over six years of experience, the Manager – Logistics & Field Operations will lead and enhance Mohsyn’s on-ground operations across Pakistan. This role is critical in ensuring that families receive timely, safe, and reliable support for various needs, including errands, hospital visits, property checks, and emergencies. Reporting to the National Operations Manager and based onsite in Karachi, the position demands hands-on management of field teams, logistics, and service delivery networks. The ideal candidate will work closely with internal teams, field officers, and external partners to guarantee smooth execution from request to completion, while building scalable operations grounded in trust.

Key Responsibilities

- Own the end-to-end execution of field and logistics operations, ensuring all service requests meet safety, efficiency, and quality standards.
- Manage and coordinate the field support network to maintain adequate coverage, availability, and deployment across operational cities.
- Mobilize field teams for planned and urgent requests, including medical emergencies, errands, welfare checks, and property visits.
- Collaborate with control room and client-facing teams to translate requests into actionable on-ground plans and ensure seamless handovers.
- Build and maintain a reliable network of third-party vendors such as transportation providers, ambulance services, healthcare support, and maintenance vendors.
- Establish and enforce vendor selection, onboarding, verification, and performance standards to uphold 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 escalation protocols, backup vendors, and contingency plans.
- Oversee logistics coordination during medical emergencies, including ambulance mobilization and hospital liaison.
- Monitor daily client service fulfillment, including transportation, errands, home maintenance, appointments, and welfare checks.
- Define and track operational SLAs and KPIs such as response times, completion rates, vendor performance, and client escalations.
- Maintain real-time visibility into ongoing and completed cases to prevent service gaps.
- Develop escalation protocols for emergencies, service failures, and vendor issues.
- Ensure thorough documentation of all field activities, including evidence, receipts, reports, and case closures.
- Work with client teams to provide timely updates to families and overseas clients.
- Analyze operational incidents and implement corrective actions to improve service delivery.
- Create and update SOPs, checklists, and response protocols for routine and emergency operations.
- Manage field and logistics budgets, identifying cost-saving opportunities 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 data analytics to optimize resource deployment and operational efficiency.
- Partner with Product and Technology teams to digitize workflows and enhance tracking, dispatch, and reporting.
- Recruit, train, and develop the field operations team, fostering a culture of urgency, empathy, accountability, and ownership.

Required Qualifications

- Minimum 6 years of relevant experience in field operations, logistics, emergency response, healthcare operations, or a similarly operationally intensive environment.
- Proven ability to manage on-ground teams and distributed operations.
- Strong vendor management skills, including sourcing, negotiation, onboarding, and performance oversight.
- Expertise in managing multiple simultaneous operations with clear visibility on priorities and risks.
- Deep understanding of service-level management and operational KPIs.
- Excellent problem-solving skills with the ability to make quick, informed decisions under pressure.
- Strong organizational and planning capabilities, adaptable to unpredictable situations.
- Sound commercial judgment balancing cost control and service quality.
- High ownership and accountability mindset.
- Effective communication and stakeholder management skills.
- Willingness to work beyond traditional hours and travel within Pakistan as required.

Preferred Qualifications and Benefits

- Experience in healthcare, emergency response, ambulance operations, concierge services, or last-mile delivery.
- Background in managing multi-city or geographically distributed teams.
- Experience scaling field operations from early stages.
- Familiarity with local vendor ecosystems in major Pakistani cities.
- Knowledge of emergency response protocols and incident management.
- Exposure to startup or high-growth operational environments.
- Experience with dispatch, CRM, ticketing, or operations management systems.
- Interest in leveraging technology, automation, and AI to enhance operational efficiency.

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or a related field. Professional certifications in Supply Chain, Logistics, Operations, Project Management, or Health & Safety are advantageous.

At Mohsyn, you will be entrusted with significant ownership and autonomy to build an operations engine that directly impacts families across Pakistan. This role offers the unique opportunity to create meaningful, real-world solutions that connect and support people when they need it most. Join a collaborative, high-impact team where your work truly makes a difference.