Manager Logistics & Field Operations - Lahore

Mohsyn is seeking an experienced Manager – Logistics & Field Operations to lead and enhance the on-ground operations that ensure seamless service delivery across Pakistan. This role is pivotal in mobilizing the right people and resources swiftly and reliably for a variety of client needs, ranging from routine errands and hospital visits to urgent emergencies. The position requires hands-on management of field teams, logistics, and vendor networks, ensuring every service request is executed efficiently and with care. Reporting to the National Operations Manager and based onsite in Lahore, the successful candidate will play a key role in scaling operations across cities while maintaining the trust that defines Mohsyn’s promise to its clients.

Key Responsibilities
- Own the end-to-end execution of field and logistics operations, ensuring all service requests are fulfilled safely, efficiently, and within established standards.
- Manage and coordinate the field support network, optimizing coverage, availability, deployment, and utilization of resources across operational cities.
- Oversee mobilization of 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 clear, actionable execution plans.
- 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 ensure professionalism, safety, and quality.
- Negotiate commercial terms with vendors balancing cost, speed, reliability, and service quality.
- Ensure operational readiness for a 24/7 emergency support model, including escalation pathways and contingency plans.
- Coordinate logistics during medical emergencies, including ambulance mobilization and hospital coordination.
- Monitor operational SLAs and KPIs such as response times, fulfillment rates, vendor performance, and client escalations.
- Maintain real-time visibility of ongoing cases to prevent delays or service lapses.
- Develop escalation protocols for emergencies, service failures, and safety concerns.
- Ensure thorough documentation of all field activities including receipts, reports, photographs, and case closures.
- Review incidents and complaints to identify root causes and implement corrective actions.
- Develop and update SOPs, checklists, and response protocols for recurring and emergency situations.
- Manage field and logistics expenditures, seeking cost efficiencies without compromising quality or safety.
- Build operational redundancy to avoid dependence on single individuals or vendors.
- Identify gaps in geographic coverage and support expansion into new cities.
- Use operational data to analyze patterns, capacity constraints, and improvement opportunities.
- Collaborate with Product and Technology teams to digitize and automate workflows for better visibility and tracking.
- Recruit, train, and develop field operations team members, fostering a culture of urgency, empathy, accountability, and ownership.

Required Qualifications
- Minimum 6 years of relevant experience in field operations, logistics, service operations, emergency response, healthcare operations, or facilities management.
- 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 live operations with clear visibility over priorities and risks.
- Solid understanding of service-level management with experience establishing and tracking KPIs and SLAs.
- Excellent problem-solving skills and decisiveness under pressure.
- Strong planning and organizational skills with flexibility for 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 traditional hours and travel within Pakistan as needed.
- Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or a related field.
- Relevant certifications in Supply Chain, Logistics, Operations, Project Management, or Health & Safety are advantageous.

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

At Mohsyn, employees are empowered with ownership and autonomy to make a meaningful impact. This role offers the unique opportunity to directly improve the lives of families by ensuring trusted, timely, and compassionate service delivery. The team values collaboration, curiosity, humility, and high-impact work, creating an environment where exceptional people thrive.