Job Category: Operations Management, Supply Chain Management, Logistics, Business Administration
Job Title: Head of Operations
Job Description: The Head of Operations will oversee end-to-end fulfillment operations, rider coordination, and cross-functional team performance to ensure efficient order processing, timely dispatch and returns management, and consistent achievement of operational KPIs. The role requires strong leadership, strategic oversight, and the ability to operate effectively in a high-pressure logistics and e-commerce environment.
Key Responsibilities
Operations Leadership & Team Management
• Lead and coordinate riders, ensuring performance targets and service-level expectations are consistently met.
• Coordinate the operations team and call center to ensure seamless workflow and operational efficiency.
• Monitor team productivity and implement innovative motivation and performance-improvement initiatives.
• Organize and lead bi-weekly departmental meetings to review performance and strengthen team cohesion.
• Ensure honesty, integrity, and professionalism are demonstrated at all times. Order Fulfillment & Dispatch Control
• Ensure all inbound and outbound dispatched orders are updated accurately and on time.
• Enforce turnaround timelines, ensuring outbound orders do not exceed seven (7) days and inbound orders are updated within twenty-four (24) hours as delivered or returned.
• Liaise with the Call Center Team Lead to ensure same-day orders are contacted and dispatched promptly. Returns & Account Management
• Ensure all returned orders are confirmed by the warehouse team and updated accurately on client account sheets.
• Verify that every returned order has a clearly documented reason for return.
Communication & Coordination
• Ensure all communications across operational groups are actioned promptly and effectively.
• Act as the primary coordination point between riders, operations, warehouse, and call center teams. Strategy, SOPs & KPIs
• Develop, implement, and continuously improve operational strategies, policies, and procedures aligned with company goals.
• Ensure Standard Operating Procedures (SOPs) are adhered to across teams.
• Set, monitor, and achieve Key Performance Indicators (KPIs) within the department. Reporting & Management Updates
• Share daily, weekly, and monthly performance reports with management.
• Provide monthly updates to management on team status, challenges, and operational outcomes. Other Duties
• Perform any other duties as assigned under the contract of employment.
Qualifications & Experience Education
• Bachelor’s degree in Operations Management, Supply Chain Management, Logistics, Business Administration, or a related field. Experience & Competencies
• Minimum of five (5) years’ experience in operations management.
• Proven experience managing large teams in high-pressure environments.
• Background in logistics and e-commerce operations is highly preferred.
• Demonstrated ability to design and enforce SOPs and manage KPIs effectively.
• Strong stress management and decision-making capabilities, with the ability to think quickly and make time-sensitive decisions.
• Highly organized with excellent coordination and leadership skills.
Remuneration
• Gross salary of KES 65,000 for the first three (3) months during the probation period, subject to performance monitoring.
If unable to submit through the website, please send your CV to email: hr@sustenirhr.com
