Operations Manager (SaaS/Tech) (CPT Onsite)

Cape Town, Western Cape
Permanent
Full-time

3 days ago

ENVIRONMENT:A fast-growing German-based Tech company in the SaaS & digital services space is looking for an Operations Manager to oversee day-to-day operations, optimize support flows, or lead teams across regions. This role offers a high-impact opportunity in a dynamic, international environment. You will drive process improvements, implement scalable workflows; define, track, and report on KPIs tied to customer satisfaction while monitoring budgets and controlling operational costs and contributing to customer retention and upsell opportunities through operational insights. Applicants will need 5+ years work experience in Operational or customer-focused roles, ideally within SaaS or Technology companies, the demonstrated ability to scale processes in a high-growth environment, financial literacy and experience working with KPIs, budgets, and performance metrics and proficiency with platforms such as Jira, Process Street, Zendesk, or similar.DUTIES:Operational Leadership & Process Excellence -

Take ownership of operational activities and team performance in your assigned company or region.
Drive process improvements, implement scalable workflows, and ensure efficiency across operations.
Define, track, and report on KPIs tied to customer satisfaction, performance, and profitability.
Support implementation projects and ensure seamless delivery of SaaS solutions.

Team Management & Development -

Lead and coach cross-functional teams including onboarding, support, and success functions.
Ensure effective workforce planning, training, and knowledge sharing.
Foster a culture of accountability, agility, and continuous improvement.

Customer Operations & Retention -

Collaborate with Customer Success and Technical Support teams to ensure excellent service delivery.
Monitor SLA compliance, resolve escalations, and continuously improve customer satisfaction.
Support Commercial teams by aligning operational capacity with sales growth and customer needs.
Contribute to customer retention and upsell opportunities through operational insights.

Reporting & Performance Management -

Work closely with finance and senior management to monitor budgets and control operational costs.
Deliver structured weekly reports on key metrics, trends, and improvement plans.
Use data to support business cases and drive strategic decisions.

REQUIREMENTS:

5+ Years experience in Operational or customer-focused roles, ideally within SaaS or Technology companies.
Strong leadership skills and a proven track record in managing cross-functional teams.
Demonstrated ability to scale processes in a high-growth environment.
Financial literacy and experience working with KPIs, budgets, and performance metrics.
Experience with platforms such as Jira, Process Street, Zendesk, or similar.
Fluent in English; other European languages are a plus.
Located in or willing to work from one of the key operational hubs (remote/hybrid possible).

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.COMMENTS:When applying for jobs, ensure that you have the minimum job requirements. Only

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