Operations Manager
Job description
Lead the operational transformation required to scale Nigeria operations from 2,000 connections installed in country to 50,000 connections within 18 months. You’ll be required to build scalable systems, processes, and teams from the ground up while maintaining the hallmark Okra service excellence.
- Your teams core KPI is Reduce downtime due to equipment failure to < 1 day.
- If you’re excited about using technology to create tangible impact and want to help shape the future of energy access, you could be the right person to join us.
Above Market remuneration with generous stock offer for achieving KPIs and potential to grow to a Country Director role.
Responsibilities
- Mature customer onboarding processes from current hands on processes to an effective onboarding system capable of enabling 15,000 new connections to be deployed by our customers in Q1 and Q2 2026 (that’s over 100 communities across multiple states);
- Improve deployment quality assurance and quality check frameworks ensuring top tier installation standards that are followed by our customers and deployment partners;
- Improve upon inventory management systems including forecasting, procurement, warehousing, and distribution / logistics networks to and from remote communities across Nigeria;
- Improve upon warranty management infrastructure end-to-end claim processing systems servicing multiple customers with fast turnaround time;
- Scale regional team as needed across Support, Deployments, Repair, Testing, and Logistics functions;
- Execute on budget planning and cost control systems to forecast and manage spend in accordance with company level planning;
- Manage teams with clear KPIs, AARSI tables, career progression and staff satisfaction in Nigeria;
- Manage relationships with local suppliers, logistics partners, and service providers where required;
- Oversee deployment scheduling and execution to meet aggressive connection targets while maintaining quality;
- Monitor and optimise operational metrics including deployment speed, service quality, customer satisfaction, and cost efficiency;
- Troubleshoot complex operational issues that could impact customer deployment timeline delays or customer relationships – being hands on where required to put out important fires!
Required Experience
- ≥5 years experience working in operations or managing aftersales operations;
- Worked for ≥2 companies in Nigeria/Africa;
- Senior management experience.
Hard Skills
- Experience Across Business Functions
– Warehousing;
– Logistics execution;
– Deployment/project rollout management;
– Field operations supervision;
– Budget planning and management;
– Exposure to Multinational/Fast-Growth Tech Companies;
– P&L ownership and reporting for a business unit. - Warranty management processes
– Designing warranty handling and claims processes;
– Scaling warranty operations for large hardware fleets. - Process Implementation for Hypergrowth
– Selecting/adapting fit-for-purpose systems and processes during scaleup;
– Implementing support ticketing and maintenance escalation systems;
– Experience with ITSM or CRM platforms;
– Recruitment and Talent Development;
– Writing and rolling out installation, commissioning, and HSE Standard Operating Procedure. - Strategic Business Operations
– Budget forecasting and management.
Soft Skills
- Resilience under pressure during periods when “everything is breaking”;
- Adaptability and problem-solving for complex operational challenges in emerging markets;
- Strong hiring and team building capabilities for rapid organisational development;
- Long-term commitment to Nigeria operations (willing to stay in Nigeria for at least the next 3 years);
- Willingness to learn: Openness to new knowledge, techniques, and continuous improvement;
- Excellent communication skills and ability to work with non-technical teams;
- Collaborative mindset: Ability to work effectively with others, lifting teammates up, learning together, and sharing wins and failures;
- Balanced drive: Passionate about your work while maintaining a healthy pace to avoid burnout and sustain excellence;
- Experimentation and adaptability: Comfortable running experiments, learning from results, and adapting quickly to changes;
- Transparency and openness: Open to sharing and receiving ideas and feedback candidly;
- Integrity and respect: Ability to make ethical decisions even during challenges, acting with honesty and respect.