Head of Operations

Cape Town, Western Cape
R70,000-100,000 per year
Permanent
Full-time

2 months ago

Job Description :A results-driven General Manager is sought to lead customer service and support operations within a fast-paced, growth-focused environment. With proven experience in call centre management, the ideal candidate will oversee the full service journey, from onboarding and supply coordination to fulfilment and quality assurance.This role requires a strategic yet hands-on leader who excels at building high-performing teams, streamlining processes, and delivering exceptional customer experiences. Strong commercial, operational, and analytical skills are essential, along with the ability to drive day-to-day performance while meeting long-term goals. This is a permanent, full-time position reporting to the CEO.ResponsibilitiesDesign and drive operational strategies in line with broader business objectives.Guide and support the operations team to meet performance targets while fostering a high-performance culture.Build and refine structured workflows to improve efficiency, consistency, and service standards across all touchpoints.Oversee the integration of digital tools and platforms to enhance operational processes and customer engagement.Manage CRM and support systems, ensuring they are effectively utilised and regularly updated.Monitor the end-to-end customer experience, identifying areas for improvement and enhancing satisfaction across all stages.Champion the full service provider journey, from onboarding and engagement through to retention and performance.Coordinate daily logistics to ensure seamless service delivery.Support market growth by developing scalable operational models and contributing to new market launches.Monitor departmental budgets, control expenditure, and ensure cost-effective operations.Prepare reports for the executive team, using data insights to inform decision-making and strategy.Anticipate potential operational risks and implement measures to minimise disruption.Maintain positive relationships with key external contacts and industry partners.Collaborate across teams to align business goals and deliver a unified customer experience.Partner with product teams to ensure smooth rollout and support of new offerings.Lead internal operational functions, including workspace and administrative management.Requirements

A Bachelor’s degree in a relevant field such as Business, Management, or Technology.

At least five years’ experience in a senior operational role, ideally in a tech-enabled service or call centre setting.

Strong background in overseeing customer service teams and systems within a high-volume environment.

Comfortable working with CRM platforms and customer support technology.

Proven ability to introduce process improvements and deliver operational consistency.

Skilled in interpreting data and reports to guide performance and strategy.

Natural leader with the ability to nurture talent, build capable teams, and inspire accountability.

Commercially minded, with experience in budget oversight and financial planning.

Excellent communicator, both written and verbal, with an eye for detail and clarity.

Demonstrates adaptability, resilience, and a proactive approach to solving challenges.

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