Manager Logistics & Field Operations - Lahore

Mohsyn is seeking an experienced Manager for Logistics & Field Operations to lead and enhance the on-ground execution of its services across Pakistan. This role is pivotal in ensuring that families relying on Mohsyn receive timely, safe, and reliable support—whether for routine errands, medical emergencies, property checks, or urgent requests. The position requires hands-on management of field teams, logistics, and vendor networks to guarantee seamless service delivery from initial request through to completion. Reporting to the National Operations Manager and based onsite in Lahore, the role demands strong operational oversight, real-time problem-solving, and the ability to scale operations without compromising trust and quality.

Key Responsibilities

- Own end-to-end field and logistics operations, ensuring all service requests are executed safely, efficiently, and within established standards.
- Manage and coordinate the field support network, optimizing coverage, deployment, and utilization of resources across operational cities.
- Mobilize field teams for planned and urgent requests, including errands, appointments, welfare checks, property visits, and medical emergencies.
- Collaborate closely with control room and client-facing teams to translate service requests into actionable execution plans and ensure smooth handovers.
- Build and maintain a reliable network of third-party vendors such as transportation, ambulance, healthcare, and home maintenance providers.
- Establish and enforce vendor selection, onboarding, verification, and performance standards to uphold Mohsyn’s expectations for professionalism and safety.
- 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 support.
- Monitor and fulfill daily client needs such as transportation, errands, home maintenance, and property inspections.
- Define and track operational SLAs and KPIs, including response times, fulfillment rates, vendor performance, and client escalations.
- Maintain real-time visibility of all active cases to prevent delays or oversights.
- Develop clear escalation procedures for emergencies, service failures, and vendor issues.
- Ensure thorough documentation of field activities, including evidence, receipts, reports, and case closures.
- Work with client teams to provide families and overseas clients with timely updates.
- Analyze operational incidents and implement corrective actions to improve service delivery.
- Develop SOPs, checklists, playbooks, and protocols for routine and emergency operations.
- Monitor operational expenses and identify cost-efficiency opportunities without compromising quality.
- Build operational redundancy to avoid dependency on single individuals or vendors.
- Identify geographic gaps and support expansion into new cities.
- Use operational data to optimize resource deployment and address recurring challenges.
- Partner with Product and Technology teams to digitize and automate workflows.
- 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 similarly intensive operational environments.
- Proven experience managing distributed teams or networks of field resources.
- Strong vendor management skills including sourcing, negotiation, onboarding, and performance oversight.
- Ability to manage multiple live operations with clear visibility over priorities and risks.
- Expertise in service-level management with the ability to set and monitor KPIs and SLAs.
- Excellent problem-solving skills and decisiveness under pressure.
- Strong organizational skills with flexibility to handle unpredictable situations.
- Sound commercial judgment to balance cost control with service quality.
- High ownership and accountability mindset.
- Effective communication and stakeholder management skills.
- Willingness to work beyond standard hours due to 24/7 service nature.
- Ability to travel within Pakistan as required.

Preferred Qualifications and Benefits

- Experience in healthcare, emergency response, ambulance operations, concierge services, or last-mile delivery.
- Background managing multi-city or geographically dispersed operations.
- Experience scaling field operations from early stages.
- Familiarity with local vendor ecosystems in major Pakistani cities.
- Knowledge of emergency response protocols and crisis management.
- Exposure to startup or high-growth environments, especially operations-led tech companies.
- Experience with 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.
- Relevant certifications in Supply Chain, Logistics, Operations, Project Management, or Health & Safety are advantageous.

At Mohsyn, you will be entrusted with significant autonomy and responsibility, working at the heart of an operation that directly impacts families in need. This role offers the unique opportunity to build and lead a critical service network that delivers not just tasks, but peace of mind to clients across Pakistan. Join a collaborative, ownership-driven team where your contributions have real, meaningful impact every day.