Ziad Rahman

S

Chief of Staff at Mosaic Ops · customer support, quality

Mosaic Ops
Amman, Jordan · UTC+3
7+ years experience
London Business School Dubai
English, Arabic
Messaging unavailable

Overview

I work on customer operations at Mosaic Ops in Amman. Ran the support program across 15 teams to launch on schedule. Before that: Majid Al Futtaim and Careem. Most at home with quality and customer support. I read too many books about cities.

Good reasons to reach out
  • Working sessions on workforce planning
  • Speaking or podcast invitations
  • Second opinions on quality decisions
Please don't message about
  • Agency or outsourcing pitches
  • Generic networking requests
  • Unpaid work or spec projects

Prefers short, specific messages

Skills
strategyqualityworkforce planningcustomer support

Experience

  1. Chief of Staff
    Nov 2024 - Present
    Mosaic Ops · 1 yr 11 mo · Full-time · Amman, Jordan
    • Brought support first-response time from 17 hours to under 1.
    • Ran the support program across 10 teams to launch on schedule.
    • Cut cost per order by 36% with routing and staffing changes.
  2. Program Manager
    Aug 2022 - Nov 2024
    Majid Al Futtaim · 2 yr 3 mo · Full-time · Amman, Jordan
    • Cut cost per order by 33% with routing and staffing changes.
    • Ran the support program across 20 teams to launch on schedule.
  3. Operations Associate
    Nov 2019 - Aug 2022
    Careem · 2 yr 9 mo · Full-time · Amman, Jordan
    • Negotiated 336 commercial agreements a year.

References

No references yet.

Education

  1. London Business School Dubai
    EMBA, Business Administration
    2019 - 2021
  2. Hebrew University of Jerusalem
    BSc, Industrial Engineering
    2015 - 2019

Details

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