Senior Product Operations Manager
Job Description:
An expanding social enterprise is looking for a Senior Product Operations Manager who loves developing systems and people in equal measure, wearing many hats, learning to run before you can walk and building efficient processes fit for scale.
Duties:
The individual will be responsible for management of the client’s platform and the wider ecosystem, from oversight of partner onboarding and engagement to customer satisfaction and retention. The role will include the development of new verticals to integrate into the core platform, as well as strategic initiatives such as loyalty programmes for Users and Partners
Culture and Fit (it’s first for a reason)
- We are a small, young, energetic team who love tea and the occasional beer or wine, our work, good humour, better music, and a roll-up your sleeves attitude (in no particular order);
- We believe that nothing is impossible but impossible isn’t easy/likely to happen in a 9-5;
- We are all committed to learning, to new ideas, and to be being better than we were last month;
- We do not enjoy: egos, bad tea, and low expectations;
- We believe in local solutions, and are committed to building a platform for the township by the township; and
- We believe the best leaders do so by example, get excited by developing others, don’t shy
away from hard conversations and roll their sleeves up when their team need their support.
Roles and Responsibilities
- Lead the Operations Unit and improve key business processes, including partner onboarding, order delivery, service quality, User support, and Partner engagement and retention initiatives;
- Design, build, and facilitate monthly engagement sessions with Partners;
- Run and manage sprints to test, develop and launch new service lines;
- Grow and develop new service lines such as hairdressing and fashion products;
- Manage and improve CRM and software solutions;
- Build and manage a scalable User Support Unit (customer care);
- Oversee business intelligence and provide data insights to improve processes;
- Document, refine and manage learning for the business key business processes;
- Run monthly project planning sessions with Operations Units, and manage subsequent roll-out plans;
- Oversee Operations Unit budget and recruitment for unit;
- Mentor, coach and develop and the capacity of junior team members;
- Provide thought partnership for the Founder on key strategic initiatives and quarterly planning meetings; and
- Develop and present quarterly operations reports to the board of directors.
Job Requirements:
- 7+ years of relevant experience working in operations and or logistics;
- Experience working in a start-up environment (fast and changing), ideally in technology;
- Relevant experience working in e-commerce and/or logistics (with a tech. enabled environment);
- Experience running a team, ideally with oversight of a Customer Care Unit;
- Bachelor’s degree in marketing, finance, business, or another relevant field;
Skills/Attributes:
- Adept with technology and enjoys using new technology to solve problems (we us Airtable, Slack, Asana every day);
- A love for data, process and people;
- Efficiency obsessed, with excellent project management skills;
- Transformational management style, ready to coach and grow a team;
- Excellent relationship management skills; and
- Excellent written skills.
For this position we are offering either a full-time (permanent) position OR a 6 month fixed term consulting position.
Terms of Permanent position:
-Remunernation: R30k-R50k based on skills and experience, and potential for share
options
-Based In the Field & Head Office (Woodstock)
Terms of Fixed term consulting position:
-Remunernation: R35k based on skills and experience (Senior professional required)*
-3 days a week for 6 months (based in head office at least 2 days a week)
Start Date: As soon as possible (preferably before the 1st of October 2021)