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.
