Operations Officer – Digital Voucher Platform

About the role

We are seeking a proactive Operations Officer to ensure the smooth daily functioning of Baly Cards, our digital voucher platform covering telecom, internet, gaming and other digital services. Based in Baghdad, you will act as the operational bridge between commercial, product, BI, customer support and external suppliers.

Key responsibilities

• Monitor voucher inventory and supplier balances, flag low‑stock SKUs and operational risks.
• Track fulfillment performance and escalate issues to maintain uninterrupted service.
• Handle Tier‑2 customer support escalations, including failed top‑ups, voucher disputes and refunds.
• Own end‑to‑end issue resolution while coordinating with relevant teams.
• Reconcile supplier transactions, balances and voucher inventories; investigate discrepancies.
• Prepare clear operational summaries and reports for internal stakeholders.
• Collaborate with Commercial, BI, Product and Call Center teams to surface insights and support process improvements.
• Leverage AI tools (ChatGPT, Claude, Gemini) to draft responses, summarize incidents and automate repetitive tasks.

Required profile

• Bachelor’s degree in Business Administration, Operations, Finance or a related field.
• Strong organizational and problem‑solving abilities.
• Fluent in Arabic and English, both written and spoken.
• Available for on‑site work in Baghdad.

Required skills

• Advanced Excel / Google Sheets (pivot tables, VLOOKUP/XLOOKUP, formulas).
• Experience using AI tools such as ChatGPT, Claude or Gemini for productivity.