Key Responsibilities
Operations Management
- Oversee daily business operations to ensure seamless service delivery.
- Monitor booking fulfillment and operational efficiency across all service categories.
- Develop, implement, and improve operational processes and workflows.
- Identify operational challenges and implement solutions to enhance customer and service provider experiences.
- Ensure compliance with company policies, standards, and procedures.
Financial Oversight
- Monitor daily revenue, transactions, and financial performance.
- Track service provider payouts, commissions, and incentives.
- Assist with budgeting, forecasting, and expense management.
- Reconcile booking records, payment reports, and financial transactions.
- Support management with financial reporting and operational insights.
Quality Assurance & Customer Experience
- Conduct regular service quality audits and performance reviews.
- Monitor customer satisfaction scores, feedback, and online reviews.
- Develop and implement service recovery procedures for customer complaints and escalations.
- Work closely with customer support teams to ensure timely issue resolution.
- Continuously improving service standards and customer experience.
Team Management & Development
- Recruit, onboard, train, and mentor service providers.
- Manage service provider performance and accountability.
- Conduct regular performance evaluations and coaching sessions.
- Develop and maintain training materials, operational manuals, and Standard
Operating Procedures (SOPs).
- Oversee onboarding and offboarding processes for service providers and operational staff.
- Foster a culture of professionalism, accountability, and continuous improvement.
Vendor & Partnership Management
- Manage relationships with vendors, suppliers, and strategic partners.
- Negotiate and coordinate partnerships that support business objectives.
- Organize and oversee special events, promotional activations, and community engagement initiatives.
- Collaborate with partners to enhance service offerings and brand visibility.
Report & Performance Management
- Analyze operational data and prepare regular performance reports.
- Identify trends, opportunities, and areas for improvement.
- Present recommendations to leadership based on operational insights and performance metrics.
- Ensure operational goals align with overall business objectives.
Key Performance Indicators (KPIs)
The Operations Manager will be responsible for achieving and improving the following metrics:
- Booking Completion Rate
- Customer Retention Rate
- Average Response Time
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Revenue Growth
- Service Provider Retention Rate
Qualifications Required
- Bachelor’s degree in business administration, Operations Management, Hospitality Management, or a related field.
- Minimum of 2–5 years of experience in operations management, service delivery, customer experience, or a related leadership role.
- Strong understanding of operational processes and performance management.
- Experience managing teams and service providers.
- Excellent organizational, problem-solving, and decision-making skills.
- Strong financial management and reporting capabilities.
- Proficiency with Microsoft Office Suite, Google Workspace, and operational management software.
- Excellent communication and interpersonal skills.
Preferred
- Experience managing mobile service teams or field-based professionals.
- Experience in startups, marketplace, or high-growth business environments.
- Familiarity with customer retention strategies and loyalty programs.
- Experience tracking and reporting on KPIs such as customer satisfaction, retention, booking completion, and revenue performance.
Key Competencies
- Leadership & Team Management
- Customer Experience Management
- Problem Solving & Decision Making
- Process Improvement
- Time Management
- Relationship Building
- Attention to Detail
- Accountability & Ownership
- Adaptability & Resilience
Salary: Attractive
Location: Accra
