Job Summary
We are looking for a highly organized and proactive Junior Operations Executive to support the daily operations of our ride-hailing app. In this role, you will be responsible for supervising the customer registration and customer support teams, ensuring smooth and efficient operations while maintaining a high standard of service quality. You will also monitor the app's performance, identify issues, and work to resolve them promptly, ensuring a seamless experience for both riders and drivers. This is an excellent opportunity for someone with strong leadership potential, problem-solving skills, and a passion for operational excellence.
Key Responsibilities:
Team Supervision & Performance Management:
- Supervise the customer registration executives and customer support executives to ensure that all tasks are carried out efficiently and within the expected timelines.
- Monitor daily team performance, set clear expectations, and provide regular feedback and support to help team members achieve their goals.
- Conduct regular team meetings to align on priorities, address challenges, and ensure smooth coordination across roles.
- Ensure that team members adhere to company policies, guidelines, and best practices for handling customer queries and registration processes.
- Provide training and guidance to team members to enhance their skills and improve performance.
Customer Registration Oversight:
- Oversee the customer registration process, ensuring that both driver and rider registrations are handled accurately, efficiently, and in compliance with all relevant regulations.
- Address and resolve any registration issues or escalations, ensuring a smooth onboarding experience for new users.
- Work with the customer registration team to streamline processes and implement improvements to minimize wait times and ensure high user satisfaction.
Customer Support Monitoring:
- Supervise the customer support team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints via phone, chat, or email.
- Monitor support tickets, escalating high-priority issues to appropriate teams and ensuring timely follow-up.
- Track and analyze common issues raised by customers and provide feedback to the product or technical teams for potential improvements to the app or service.
App Performance Monitoring & Issue Resolution:
- Continuously monitor the performance of the ride-hailing app, identifying potential technical issues, glitches, or disruptions that could affect user experience.
- Work with the technical team to report and resolve app-related issues, ensuring minimal downtime and a seamless user experience.
- Coordinate with product and technical teams to communicate any app updates, improvements, or fixes that may impact the customer experience.
Operational Reporting & Documentation:
- Prepare and maintain regular operational reports on team performance, customer satisfaction, registration status, and app performance.
- Identify trends, bottlenecks, or areas of concern and proactively address them to improve operational efficiency.
- Ensure accurate documentation of team activities, escalations, and resolutions to maintain a comprehensive record of operations.
Collaboration with Cross-Functional Teams:
- Collaborate with other teams such as marketing, product, and technical support to ensure smooth operational processes and alignment on business goals.
- Provide input and suggestions to the operations management team for continuous improvement of customer experience and operational workflows.
Requirements
Skills & Qualifications:
- Proven experience in operations or customer support, ideally within a tech or service-oriented environment.
- Strong leadership and team management skills, with the ability to motivate and guide team members effectively.
- Excellent organizational skills, with the ability to handle multiple tasks and priorities simultaneously.
- Strong communication and interpersonal skills, capable of interacting with both internal teams and customers in a professional and positive manner.
- Analytical mindset with the ability to identify operational issues and implement practical solutions.
- Detail-oriented with a focus on quality and customer satisfaction.
- Proficiency in using customer service software, CRM systems, or operational tools.
- Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
- Experience in the ride-hailing or tech industry is a plus.
Preferred Qualifications:
- Experience supervising or managing teams in an operations or customer service capacity.
- Knowledge of mobile app operations, troubleshooting, and performance monitoring tools.
- Fluent in both Swahili and English, with strong written and verbal communication skills.
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About the role:
Our client is one of East Africa’s leading FMCG companies, operating in edible oils & fats, food, beverages, home care, personal care, and animal feeds. The company is modernizing its digital backbone, strengthening SAP S/4HANA, and integrating automation and AI into operations, production, supply chain, and corporate functions. The Lead - Automation & AI Enablement will play a key role in accelerating this digital evolution.
Additionally, they will be responsible for designing, developing, and deploying automation, RPA, analytics, and AI/ML use cases across our client's operations from factory floors to support offices.
This is a hands-on technical role suited for a young, high-potential specialist with strong AI/ML and automation skills, capable of building prototypes, deploying real value-driven solutions, and supporting the digital transformation roadmap.
The ideal candidate brings a mix of software automation talent (Python, Power Automate, Automation anywhere), analytics dashboards (Power BI), and experience working around SAP environments (ECC or S/4HANA preferred).
Key Responsibilities:
Automation & AI Roadmap Execution
- Support the creation and rollout of our client's automation and AI enablement roadmap.
- Identify automation opportunities in production, supply chain, finance, HR, sales, and procurement.
- Prioritize high-impact use cases in collaboration with business stakeholders.
RPA & Workflow Automation
- Develop RPA bots using Automation Anywhere or Power Automate.
- Automate repetitive workflows across offices (finance, HR, procurement, logistics).
- Maintain automation scripts, troubleshoot failures, and optimize performance.
AI/ML & Predictive Insights
- Build machine learning models for forecasting (demand, raw material usage, supply chain).
- Support predictive maintenance and anomaly detection for production machines.
- Develop computer-vision models for quality control (optional but desirable).
- Validate model accuracy and deploy into live environments.
Systems Integration & SAP Ecosystem
- Integrate automation with SAP S/4HANA, SCADA, WMS, MIS, and ERP environments.
- Support creation of APIs, connectors, and data pipelines.
- Build process automation directly around SAP transactions where relevant.
Analytics & BI Enablement
- Build dashboards in Power BI or SAP BI (Bobj) for operational insights and KPI tracking.
- Automate data extraction, cleaning, and reporting pipelines.
- Enable business teams to make decisions using accurate, timely data.
Process Excellence & Governance
- Document automated workflows, models, and processes.
- Enforce automation governance standards, access control, and security.
- Track ROI, adoption, and tangible value created by each automation project.
Cross-Functional Collaboration
- Work with operations, production managers, finance teams, HR, supply chain, and commercial teams to identify automation and AI opportunities.
- Support change management and onboarding of end-users.
Requirements
Qualifications:
- Bachelor’s degree in IT, Computer Science, Data Science, Engineering, or related field.
- 2 - 5 years of relevant experience
- Certifications in RPA, Data Engineering, AI/ML, or Python are an advantage.
- Hands-on development experience in:
- RPA: Automation Anywhere or Power Automate
- AI/ML: Python (Pandas, Scikit-learn, TensorFlow or PyTorch)
- Data engineering and analytics (SQL, Power BI)
- Experience in workflow automation, building bots, and deploying ML models.
- Exposure to SAP ECC or S/4HANA, or other ERP integration.
- Experience in manufacturing, FMCG, or supply chain environments is a plus.
Technical Skills
- Python: data wrangling, scripting, ML model development
- RPA: Automation Anywhere or Power Automate
- BI: Power BI, SQL, SAP BI
- Cloud: Azure or AWS fundamentals
- API/Integration experience
- Git, version control, automation testing
- Understanding of SCADA/WMS/ERP systems is an advantage
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Job Overview
We are looking for a highly organized and proactive Junior Operations Executive to support the daily operations of our ride-hailing app. In this role, you will be responsible for supervising the customer registration and customer support teams, ensuring smooth and efficient operations while maintaining a high standard of service quality. You will also monitor the app's performance, identify issues, and work to resolve them promptly, ensuring a seamless experience for both riders and drivers. This is an excellent opportunity for someone with strong leadership potential, problem-solving skills, and a passion for operational excellence.
Job summary
As an Operations Executive, you will play a key role in ensuring that the daily operations of the ride-hailing app run smoothly, that customer interactions are handled efficiently, and that any performance issues with the app are swiftly addressed. Your leadership and organizational skills will be essential in driving operational success and enhancing the overall user experience for both customers and team members.
Key Responsibilities:
Team Supervision & Performance Management:
- Supervise the customer registration executives and customer support executives to ensure that all tasks are carried out efficiently and within the expected timelines.
- Monitor daily team performance, set clear expectations, and provide regular feedback and support to help team members achieve their goals.
- Conduct regular team meetings to align on priorities, address challenges, and ensure smooth coordination across roles.
- Ensure that team members adhere to company policies, guidelines, and best practices for handling customer queries and registration processes.
- Provide training and guidance to team members to enhance their skills and improve performance.
Customer Registration Oversight:
- Oversee the customer registration process, ensuring that both driver and rider registrations are handled accurately, efficiently, and in compliance with all relevant regulations.
- Address and resolve any registration issues or escalations, ensuring a smooth onboarding experience for new users.
- Work with the customer registration team to streamline processes and implement improvements to minimize wait times and ensure high user satisfaction.
Customer Support Monitoring:
- Supervise the customer support team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints via phone, chat, or email.
- Monitor support tickets, escalating high-priority issues to appropriate teams and ensuring timely follow-up.
- Track and analyze common issues raised by customers and provide feedback to the product or technical teams for potential improvements to the app or service.
App Performance Monitoring & Issue Resolution:
- Continuously monitor the performance of the ride-hailing app, identifying potential technical issues, glitches, or disruptions that could affect user experience.
- Work with the technical team to report and resolve app-related issues, ensuring minimal downtime and a seamless user experience.
- Coordinate with product and technical teams to communicate any app updates, improvements, or fixes that may impact the customer experience.
Operational Reporting & Documentation:
- Prepare and maintain regular operational reports on team performance, customer satisfaction, registration status, and app performance.
- Identify trends, bottlenecks, or areas of concern and proactively address them to improve operational efficiency.
- Ensure accurate documentation of team activities, escalations, and resolutions to maintain a comprehensive record of operations.
Collaboration with Cross-Functional Teams:
- Collaborate with other teams such as marketing, product, and technical support to ensure smooth operational processes and alignment on business goals.
- Provide input and suggestions to the operations management team for continuous improvement of customer experience and operational workflows.
- Any other task that the company might ask to do as and when required.
Requirements
Skills & Qualifications:
- Proven experience in operations or customer support, ideally within a tech or service-oriented environment.
- Strong leadership and team management skills, with the ability to motivate and guide team members effectively.
- Excellent organizational skills, with the ability to handle multiple tasks and priorities simultaneously.
- Strong communication and interpersonal skills, capable of interacting with both internal teams and customers in a professional and positive manner.
- Analytical mindset with the ability to identify operational issues and implement practical solutions.
- Detail-oriented with a focus on quality and customer satisfaction.
- Proficiency in using customer service software, CRM systems, or operational tools.
- Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
- Experience in the ride-hailing or tech industry is a plus.
Preferred Qualifications:
- Experience supervising or managing teams in an operations or customer service capacity.
- Knowledge of mobile app operations, troubleshooting, and performance monitoring tools.
- Fluent in both Kiswahili and English, with strong written and verbal communication skills.
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