Senior Director, Site Operations at Sama

Key Responsibilities

• Hire, coach, develop, and motivate your leadership team - ensuring high levels of team engagement, accountability, and accomplishment
• Actively track all program/SOW KPIs, develop RCAs when expectations aren’t met, hold team accountable for process improvement
• Develop operational strategy plan - present on progress to executive team, highlighting any risks as they arise
• Complete ownership of operational success and all aspects that impact operational performance - risk management, financial accountability, team development, retention, profitability, continuous improvement, service delivery governance, budget, and reporting
• Sama ambassador - upholding the highest standards in integrity, safety, and professional development
• Develop a team culture that is able to operate independently, with agility, and effectively
• Partner with Customer Success on client strategy and process execution
• Maintain high level of technical knowledge, track and manage emerging market trends, ensure team is able to quickly adjust to new workflow processes
• Dig into the details of our operations, revise existing and/or develop new policies and procedures to improve overall operating efficiency and exceed client expectations
• Foster a culture of accountability and commitment within the team and supporting organizations

Minimum Qualifications

• 10+ years of experience leading operations, preferably in East Africa
• 10+ years managing client relationships
• 7+ years of executive leadership at a director level or above, including managing multiple departments
• 5+ years managing large scale internal/external projects with multiple stakeholders
• Experience leading a service delivery team
• Located in Nairobi, Kenya

Preferred Qualifications

• Experience leading continuous improvement programs
• Proficient in agile project management methodology
• Experience leading large (1000+) multicultural and diverse teams
• International work experience
• 10+ years working in technology
• Experience working with underserved/underutilized individuals

About You

• Dynamic leader with experience and passion for managing large and diverse teams
• Able to deal with rapid change and ambiguity
• Track record of leading high-performing teams
• Strategic thinker with strong analytical and problem-solving skills
• Empathy for the client community and passion to create an exceptional customer experience and provide outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
• Adaptable and energized by a fast-paced environment
• Motivated by our social impact mission