Head of Operations at Africa AI

Responsibilities

• Be at the forefront of assisting the Sales & Customer Success teams maintain high levels of customer satisfaction with key clients, partners, and vendors by delivering quality services on time and within budget
• Lead our Kenya-based Delivery Team and Project Managers to establish best practices to ensure the best outcomes for our customers
• Oversee that delivery processes are followed throughout the project life cycle, from pilot to close
• Build out and refine processes to ensure consistent delivery of high quality work
• Develop operational strategies to achieve efficiency gains in work allocation, productivity tracking, training, and recruitment of the best fit workers
• Work hand-in-hand with our remote Customer Success Lead to execute project instructions, timelines, re-trainings, and upskilling the delivery team
• Develop systems for tracking success metrics like margins and utilization rates with high accuracy, and regularly present actionable insights to leadership
• Collaborate with other senior executives to develop and implement strategies that help the business achieve its targets
• Develop and implement operational processes and procedures that ensure compliance with industry standards and best practices
• Manage the company's budget and allocate resources effectively to meet operational goals

The Fit

• You’re great at building genuine relationships with your direct reports, can manage them through ups and downs, and you’re not afraid to respectfully push back when needed. You thrive in a high-growth, dynamic, fast-paced, and entrepreneurial environment. You’ll need to identify gaps, and spin up initiatives and mobilize teams to address them. You’re analytically inclined, like to lead with data and tend to create dashboards to increase visibility and ensure nothing slips.

Desired Experience

• We’re looking for 5-7+ years of managing teams and building out operations in a services industry, preferably in the business process outsourcing space.
• That includes operations experience, account management, partnership, and/or management consulting experience. Startup experience working across a variety of departments is a huge plus!