Operations Coordinator

Key Responsibilities

Operations Management

• Oversee daily business operations to ensure seamless service delivery.
• Monitor booking fulfillment and operational efficiency across all service categories.
• Develop, implement, and improve operational processes and workflows.
• Identify operational challenges and implement solutions to enhance customer and service provider experiences.
• Ensure compliance with company policies, standards, and procedures.

Financial Oversight

• Monitor daily revenue, transactions, and financial performance.
• Track service provider payouts, commissions, and incentives.
• Assist with budgeting, forecasting, and expense management.
• Reconcile booking records, payment reports, and financial transactions.
• Support management with financial reporting and operational insights.

Quality Assurance & Customer Experience

• Conduct regular service quality audits and performance reviews.
• Monitor customer satisfaction scores, feedback, and online reviews.
• Develop and implement service recovery procedures for customer complaints and escalations.
• Work closely with customer support teams to ensure timely issue resolution.
• Continuously improving service standards and customer experience.

Team Management & Development

• Recruit, onboard, train, and mentor service providers.
• Manage service provider performance and accountability.
• Conduct regular performance evaluations and coaching sessions.
• Develop and maintain training materials, operational manuals, and Standard

Operating Procedures (SOPs).

• Oversee onboarding and offboarding processes for service providers and operational staff.
• Foster a culture of professionalism, accountability, and continuous improvement.

Vendor & Partnership Management

• Manage relationships with vendors, suppliers, and strategic partners.
• Negotiate and coordinate partnerships that support business objectives.
• Organize and oversee special events, promotional activations, and community engagement initiatives.
• Collaborate with partners to enhance service offerings and brand visibility.

Report & Performance Management

•  Analyze operational data and prepare regular performance reports.
• Identify trends, opportunities, and areas for improvement.
• Present recommendations to leadership based on operational insights and performance metrics.
• Ensure operational goals align with overall business objectives.

Key Performance Indicators (KPIs)

The Operations Manager will be responsible for achieving and improving the following metrics:

• Booking Completion Rate
• Customer Retention Rate
• Average Response Time
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Revenue Growth
• Service Provider Retention Rate

Qualifications Required

• Bachelor’s degree in business administration, Operations Management, Hospitality Management, or a related field.
• Minimum of 2–5 years of experience in operations management, service delivery, customer experience, or a related leadership role.
• Strong understanding of operational processes and performance management.
• Experience managing teams and service providers.
• Excellent organizational, problem-solving, and decision-making skills.
• Strong financial management and reporting capabilities.
• Proficiency with Microsoft Office Suite, Google Workspace, and operational management software.
• Excellent communication and interpersonal skills.

Preferred

• Experience managing mobile service teams or field-based professionals.
• Experience in startups, marketplace, or high-growth business environments.
• Familiarity with customer retention strategies and loyalty programs.
• Experience tracking and reporting on KPIs such as customer satisfaction, retention, booking completion, and revenue performance.

Key Competencies

• Leadership & Team Management
• Customer Experience Management
• Problem Solving & Decision Making
• Process Improvement
• Time Management
• Relationship Building
• Attention to Detail
• Accountability & Ownership
• Adaptability & Resilience

Salary: Attractive

Location: Accra