Experience: 6+ Years
Type: Full-time · Onsite
Location: Karachi
Reports to: National Operations Manager
About the Role
At Mohsyn, our promise is simple: when our clients can't be there for their families in Pakistan, we can. Delivering on that promise, however, requires an exceptional operation behind the scenes.
We're looking for a Manager – Logistics & Field Operations to own and strengthen the on-ground engine that makes Mohsyn work — ensuring that whenever a family needs us, whether for a planned errand, a hospital visit, a property check, or an unexpected emergency, the right people and resources are mobilised quickly, safely, and reliably.
You’ll oversee our field operations, logistics, and service delivery network across Pakistan, working closely with internal teams, Field Support Officers, and external service partners to make sure every request moves seamlessly from instruction to execution to closure.
This is not a desk-based logistics role. You’ll be responsible for what actually happens on the ground.
That means knowing where our people are, whether our partners/affiliates/vendors can deliver, how quickly we can respond, where things are getting stuck, and what needs to change so that the next request is handled even better.
As Mohsyn grows, you’ll also help us build an operation that can scale across cities without compromising the thing that matters most: trust .
What You’ll Do
- Own the end-to-end execution of Mohsyn's field and logistics operations , ensuring service requests are fulfilled safely, efficiently, and within defined service standards.
- Manage and coordinate Mohsyn's field support network , ensuring appropriate coverage, availability, deployment, and utilisation of field resources across operational cities.
- Oversee the mobilisation of field teams for both planned and time-sensitive requests , from errands, appointments, welfare checks, and property visits to urgent medical situations.
- Work closely with Mohsyn's control room and client-facing teams to translate service requests into clear on-ground execution plans and ensure seamless handovers from request to fulfilment.
- Build, manage, and continuously improve a reliable network of third-party vendors and service partners , including transportation providers, ambulance services, home maintenance vendors, healthcare support providers, and other operational partners.
- Establish clear vendor selection, onboarding, verification, performance, and quality standards , ensuring every partner representing Mohsyn meets our expectations for reliability, professionalism, safety, and care.
- Negotiate commercial terms and service arrangements with vendors while maintaining the right balance between cost, speed, reliability, and service quality .
- Ensure operational readiness for Mohsyn's 24/7 emergency support model , including availability of field resources, escalation pathways, backup vendors, and contingency arrangements.
- Coordinate logistics during medical emergencies, including ambulance mobilisation, hospital coordination support, transportation, and on-ground field presence where required.
- Oversee operational fulfilment of day-to-day client needs including transportation, grocery and household errands, home maintenance, appointments, property inspections, welfare checks, and other concierge requests .
- Establish and monitor operational SLAs and KPIs including response time, mobilisation time, fulfilment time, successful completion rate, vendor performance, field utilisation, cost per service request, and client escalations.
- Maintain real-time visibility into open, ongoing, delayed, and completed cases , ensuring nothing falls through the cracks.
- Build clear escalation protocols for emergencies, service failures, vendor issues, safety concerns, and situations requiring management intervention.
- Ensure every field activity is properly documented, including service evidence, receipts, photographs, visit reports, expenses, and case closure information where applicable.
- Work closely with client-facing teams to ensure families and overseas clients receive timely and accurate updates throughout service delivery.
- Review operational incidents, delays, complaints, and failed service requests to identify root causes and implement corrective actions.
- Develop and maintain SOPs, checklists, playbooks, and response protocols for recurring field activities and emergency situations.
- Monitor field and logistics expenditure and identify opportunities to improve cost efficiency without compromising service quality or safety .
- Build operational redundancy so that Mohsyn is never dependent on a single individual or vendor to fulfil a critical service.
- Identify gaps in Mohsyn's geographic coverage and help develop the field and vendor infrastructure required to launch and operate effectively in new cities .
- Use operational data to identify patterns, capacity constraints, recurring problems, and opportunities to improve how Mohsyn deploys its people and resources.
- Work with Product/Technology teams to digitise and automate operational workflows , improving visibility, dispatching, tracking, documentation, and reporting wherever possible.
- Recruit, train, coach, and develop field operations team members as the function grows, creating a culture of urgency, empathy, accountability, and ownership .
What We’re Looking For
Must Have
- Relevant experience in field operations, logistics, service operations, last-mile operations, emergency response, healthcare operations, facilities management, or another operationally intensive environment .
- Demonstrated experience managing on-ground teams, distributed operations, or a network of field resources .
- Strong experience in vendor management , including sourcing, negotiation, onboarding, performance management, and issue resolution.
- Ability to manage multiple live operations simultaneously while maintaining visibility over priorities, timelines, resources, and risks.
- Strong understanding of service-level management , with the ability to establish and track meaningful operational KPIs and SLAs.
- Exceptional problem-solving skills and the ability to make sound decisions quickly when information is incomplete and time matters .
- Strong planning and organisational skills, balanced with the flexibility required to deal with unpredictable real-world situations.
- Strong commercial judgement and an ability to manage operational costs without allowing cost optimisation to compromise service quality.
- High levels of ownership and accountability — when something goes wrong, your first instinct is to solve it, understand why it happened, and make sure it doesn't happen again .
- Strong communication and stakeholder-management skills, with the ability to coordinate effectively between field teams, vendors, internal teams, leadership, and other stakeholders.
- Comfortable working in an environment where operations can occasionally extend beyond traditional working hours due to the 24/7 nature of Mohsyn's services .
- Comfortable travelling within Pakistan when operational requirements demand it.
Nice to Have
- Previous experience in healthcare, emergency response, ambulance operations, concierge services, home healthcare, last-mile delivery, mobility, or another high-touch service business .
- Experience managing operations across multiple cities or geographically distributed teams .
- Experience building or scaling a field operation from an early stage.
- Existing understanding of local vendor ecosystems across major Pakistani cities.
- Exposure to emergency response protocols, incident management, or crisis operations .
- Experience working in a startup, high-growth business, or operations-led technology company .
- Experience implementing or working with dispatch, field-force management, CRM, ticketing, logistics, or operations-management systems .
- An interest in using technology, automation, and AI to improve field deployment, tracking, service quality, and operational decision-making.
Education
Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Logistics , or another relevant discipline.
Relevant professional certifications in Supply Chain, Logistics, Operations, Project Management, or Health & Safety would be a plus.
Why Join Us
At Mohsyn, we hire the best — and then trust them to do what they do best. No micromanagement, no unnecessary layers. Just ownership, autonomy, and the freedom to make an impact.
Every voice matters here, and in this role, yours will sit right at the heart of what makes Mohsyn real. Our clients may interact with us through a call, a message, or a screen — but ultimately, the Mohsyn promise is delivered on the ground . You'll be responsible for building and running the operation that turns we'll take care of it into it's done.
And few roles at Mohsyn will give you a more tangible view of your impact.
One day, your team may be arranging transport for someone's parents to get to a doctor's appointment. Another day, you may be coordinating a repair at their home, arranging a welfare check, or helping solve a problem that an overseas son or daughter simply cannot handle from thousands of miles away. And on some days, the situation may be far more serious — requiring your team to mobilise quickly and be physically present when a family needs us most.
These aren't just jobs being dispatched or tickets being closed. There are people at the other end of every request.
Many of the people we care for are elderly, and that means operational excellence at Mohsyn has a very human consequence. A faster response can reduce someone's anxiety. A reliable Field Support Officer can make an elderly parent feel safer. A well-handled hospital visit can give a son or daughter sitting halfway across the world the reassurance that someone trustworthy is standing beside their parent.
There's a special kind of fulfilment that comes from building an operation capable of delivering those moments — and knowing that the systems, people, and partnerships you put in place are helping families stay connected despite the distance between them.
And you won't be sitting on the sidelines. From early on, you'll get real operations to own, real problems to solve, and real room to build. We'll give you the space to challenge how things are done, strengthen what works, fix what doesn't, and create an operations engine capable of supporting Mohsyn as we grow across Pakistan.
We believe exceptional people do exceptional work when they feel trusted, supported, heard, and excited about where they work. That's the kind of team we're building at Mohsyn: collaborative, curious, low on ego, big on ownership, and high on impact.
#J-18808-Ljbffr
