Open to opportunities

Ezz El Din Saafan

@ezzeldinsaafan

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Seasoned operations and customer experience leader driving data-driven SaaS delivery.

Egypt

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What I'm looking for

I seek a senior operations role in a data-driven SaaS organization where I can scale teams, improve processes, and align operations with strategic goals.

I am a seasoned Operations and Customer Experience Manager with over 10 years of leadership across global SaaS, technology, and service-driven organizations. I specialize in building and scaling cross-functional teams to drive operational efficiency and exceptional customer outcomes.

At GovPilot I led Cairo operations for a US GovTech SaaS company, overseeing a 25+ member support, deployment and QA organization and delivering a 35% reduction in ticket resolution time through escalation redesign. I partner closely with product and engineering to improve module logic, SQL reporting, and workflow automation to enhance delivery quality and scalability.

Previously, I directed customer success operations at RAKICT, implementing SLA-driven service models and CRM tracking that improved engagement and increased customer satisfaction by 30% year-over-year. I have a strong track record of hiring, onboarding, and developing remote operations teams while fostering accountability and continuous improvement.

I am data-first and execution-oriented, skilled in SQL, performance analytics, and process standardization, and I align operational execution with executive strategy to meet business goals and improve customer satisfaction across distributed teams.

Experience

Work history, roles, and key accomplishments

Project Operations Manager

GovPilot

Jan 2021 - Jan 2025 (4 years)

Led Cairo operations for a US GovTech SaaS serving 150+ municipal clients, supervised a 25+ cross-functional support, deployment and QA team, and implemented escalation and tracking processes that cut ticket resolution time by 35% and improved client satisfaction.

Operations Management Customer Support SQL SLA Management Process Improvement Workflow Automation Performance Analytics

Customer Experience Manager

RAKICT

Jan 2018 - Jan 2021 (3 years)

Directed customer success operations for an IT training and outsourcing firm, established SLA-driven service models and CRM tracking that increased customer satisfaction by 30% YoY and improved client retention.

Customer Success CRM SLA Customer Retention Onboarding Team Leadership Stakeholder Management Process Standardization

Customer Support Manager

Prosys

Jan 2013 - Jan 2018 (5 years)

Promoted from specialist to manager; built and scaled a multi-tier customer service unit that reduced backlog by 40% and implemented ticketing and documentation systems to improve resolution rates.

Customer Support Ticketing Systems Quality Assurance Root Cause Analysis

Account Manager

Global Knowledge

Jan 2010 - Jan 2012 (2 years)

Managed enterprise accounts for an IT training provider across the Gulf, coordinating sales, delivery and support to achieve 120% of sales targets through consultative relationship management.

Account Management Sales Enablement Client Relationship Management Forecasting Negotiation

Front Office Associate

Four Seasons Hotel

Jan 2008 - Jan 2010 (2 years)

Delivered luxury guest services and trained junior staff on service standards and operational protocols, enhancing team efficiency in a high-pressure environment.