• The Head of Operations for our On demand business line is responsible for the service we are providing to all our on demand customers across Africa This service includes both our Delivery Management Solution as a SaaS service, as well as fulfillment services with 3PL partners for several customers.

Daily Responsibilities:

Operational strategy

• Develop the operational strategy in line with the company strategy
• Develop and adjust expansion strategies for the on demand operations
• This includes budgeting based on your strategy and operational plans
• Align your strategy and plans with the other functions within the on demand team, such as Sales, Product, Tech, Finance and HR

Manage operations 

• Ensure operations are running effectively for all markets (currently Kenya, Uganda, Zimbabwe, Zambia, Nigeria and counting)
• Onboarding: Onboard customers on the Leta platform in the most efficient and effective way so they experience the Leta value within days (big customers in weeks). 
• 3PL management: together with our Ops team ensure that our 3PLs partners provide the fulfillment service to some of our customers based on the agreed delivery SLAs. 
• Ensure we have the right fulfillment partners, cost effective pricing, clear ways of working and SLAs in places
• Manage operations with high service levels and costs effectiveness and constantly look for new ways to improve it

Customer success

• Develop strong relationships with our customers
• Agree a strategy per customer
• Ensure robust reporting is in place with all of our customers
• Ensure supporting structures and incident management procedures are in place and working according to our agreements
• Manage invoicing and collections with our customers and 3PLs, together with Finance

Collaboration and Innovation

• Work closely with the other departments to improve our go to market and product
• Collaborate in growth initiatives for Leta

Requirements:

• Master’s degree in Business Administration, Operations Management, or related field
• Proven experience in operations management or a similar role, with a track record of success in improving efficiency and driving results.
• Experience in supply chain and logistics, preferably for ecommerce (food, beverage etc.)
• Strong leadership and managerial skills, with the ability to motivate and develop teams.
• Proven experience managing global customers
• Experience in rolling out and supporting SaaS solutions across multiple markets
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in project management, process improvement methodologies, and relevant software/tools (Excel and Google Suite).
• Analytical mindset with the ability to interpret data and make informed decisions.