Manager Logistics & Field Operations - Islamabad

With over six years of experience, this full-time position based onsite in Islamabad reports directly to the National Operations Manager. The role centers on managing and enhancing Mohsyn’s field operations and logistics across Pakistan. The Manager – Logistics & Field Operations will ensure that every client request—whether a routine errand, hospital visit, property check, or emergency—is handled promptly, safely, and reliably. This is a hands-on role requiring close coordination with internal teams, Field Support Officers, and external partners to maintain seamless service delivery. The focus is on real-world execution, operational visibility, and continuous improvement to build a scalable, trustworthy service network.

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, optimizing coverage, availability, and deployment of resources across operational cities.
- Oversee mobilisation of field teams for planned and urgent requests including errands, appointments, welfare checks, property visits, and medical emergencies.
- Collaborate with control room and client-facing teams to translate service requests into actionable 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 reliability and professionalism.
- 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 planning.
- Coordinate logistics during medical emergencies, including ambulance mobilisation and hospital support.
- Supervise daily client service fulfilment such as transportation, errands, home maintenance, and welfare checks.
- Define and monitor operational SLAs and KPIs including response times, vendor performance, cost per request, and client escalations.
- Maintain real-time visibility of all ongoing cases to prevent delays or oversights.
- Develop escalation protocols for emergencies, service failures, and safety concerns.
- Document all field activities thoroughly with evidence, reports, receipts, and case closure details.
- Work closely with client teams to provide timely updates to families and overseas clients.
- Analyze operational incidents and implement corrective actions to improve service delivery.
- Develop and maintain SOPs, checklists, and response protocols for routine and emergency operations.
- Monitor logistics expenditure and identify cost-efficiency opportunities without compromising quality.
- Build operational redundancy to avoid dependency on single individuals or vendors.
- Identify geographic coverage gaps and support expansion into new cities.
- Use data analytics to identify patterns, capacity constraints, and improvement opportunities.
- Collaborate with Product and Technology teams to digitize and automate workflows.
- Recruit, train, and develop field operations staff, fostering a culture of urgency, empathy, accountability, and ownership.

Required Qualifications

- Proven experience in field operations, logistics, service operations, last-mile delivery, emergency response, healthcare operations, or facilities management.
- Demonstrated ability to manage distributed on-ground teams and field resource networks.
- Strong vendor management skills including sourcing, negotiation, onboarding, and performance oversight.
- Ability to manage multiple live operations simultaneously with clear prioritization and risk management.
- Expertise in service-level management with experience defining and tracking KPIs and SLAs.
- Excellent problem-solving skills with the ability to make quick, sound decisions under pressure.
- Strong organizational skills balanced with flexibility to handle unpredictable situations.
- Commercial acumen to manage costs without compromising 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 distributed operations.
- Experience scaling field operations from early stages.
- Familiarity with local vendor ecosystems in major Pakistani cities.
- Exposure to emergency response protocols and crisis management.
- Experience in startups, high-growth companies, or operations-led tech firms.
- Knowledge of dispatch, field-force management, CRM, ticketing, or logistics 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.

This role offers the opportunity to lead a critical operational function that directly impacts families across Pakistan. At Mohsyn, you will be trusted with autonomy and ownership, working in a collaborative, high-impact environment where your decisions and leadership translate into meaningful support for clients. The position demands a hands-on leader who thrives in dynamic, mission-driven settings and is passionate about delivering reliable, compassionate service.