Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Head of Operations to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibility

Operations Management:

• Oversee day-to-day operations to ensure efficiency and effectiveness across all business functions.
• Optimize processes and resources to meet business objectives and maintain operational excellence.
• Continuously develop and monitor key performance indicators (KPIs) to evaluate operational success.

After-Sales Support:

• Ensure a high level of customer satisfaction through effective after-sales services.
• Lead and develop the after-sales support team to handle customer success and queries efficiently.
• Implement feedback mechanisms to continuously improve customer service quality.

Technical Installations Management:

• Ensure efficient and timely scheduling of field technician schedules with customers
• Oversee and implement quality control initiatives for all field work
• Manage and feedback on routine fault finding for development improvement

Control Room Management:

• Oversee control room operations to ensure the smooth functioning of business-critical processes.
• Implement systems and protocols to enhance monitoring, compliance, and efficiency.
• Ensure data accuracy and the timely generation of reports for decision-making.

Team Leadership and Development:

• Build, mentor, and lead a high-performing team across sales, operations, and support functions.
• Foster a positive and collaborative work environment.
• Develop and implement training programs to enhance employee skills and performance.

Strategic Planning and Reporting:

• Collaborate with the regional/global leadership team to align country-specific strategies with organizational goals.
• Prepare and present regular reports on operations performance, and customer satisfaction metrics.
• Manage budgets, forecasts, and financial planning for the operations.

Requirements

• National Senior Certificate or Degree.
• Excellent analytical skills along with the ability to create and present detailed reports.
• Large team management skills
• Customer facing experience with strong negotiation skills.
• Problem-solving attitude.
• Adaptable.
• Emotionally intelligent and Assertive.
• Strong administration skills.