Operations Coordinator

About the role

Madre Integrated Engineering is hiring a full-time Operations Coordinator in Doha for its residential and mixed-use towers. The role acts as the frontline operational point of contact for residents, handling complaints, managing building communications and overseeing facility management performance.

Key responsibilities

• Serve as the frontline operational point of contact for residents across assigned towers, investigating and resolving complaints about common areas, cleaning, security and FM performance
• Monitor, update and close CRM tickets from the central call center within SLA targets, keeping residents and call center agents informed
• Administer amenity and access requests such as access cards, function rooms, BBQ areas and storage rooms in line with association rules and deposit/inspection guidelines
• Draft, review and distribute building communications, operational notices and Breach Notices in fluent Arabic and English, and keep documentation and audit logs
• Conduct site inspections and quality audits, escalate technical defects and monitor FMSP performance against contractual service standards
• Maintain and moderate tower WhatsApp groups, broadcast updates and follow up on urgent community posts and incidents outside normal hours when needed
• Act as reliever for colleagues on leave or during peak periods, and contribute to process improvement and cross-departmental collaboration

Required profile

• Diploma in facilities or property management, hospitality, communications or a related field
• Minimum 2 years of relevant experience in residential or mixed-use property operations, community management, facilities management, hospitality or customer-facing coordination
• Fluent written and spoken Arabic and English for resident communication and bilingual notices
• Strong customer focus, collaboration, proactivity and a resident-centric service mindset

Required skills

• Microsoft Word, Excel and Outlook
• CRM case management: registering, updating, tracking, escalating and closing resident cases while monitoring SLAs