Head of Operations

Job Summary: We are looking for a Head of Operations to provide strategic and operational leadership that delivers exceptional customer experiences, drives business growth, and builds a high-performing operations function across Uganda.

Jobs

Key Duties and Responsibilities:

• Operational Strategy & Leadership
• Defining and executing operational strategies that enhance efficiency, productivity, and profitability across all functions
• Partnering with global leadership to shape and localize operational frameworks and policies
• Continuously identifying and driving process improvement opportunities before they become urgent problems
• Leading change management initiatives and championing a continuous improvement culture that sticks
• Operational Delivery & Performance
• Customer Care & Collections
• Providing strategic oversight for Customer Care and Collections, ensuring high service standards across call center and BPO functions
• Developing tactical plans for customer engagement, retention, and issue resolution that actually get executed
• Telesales Operations
• Leading the Telesales function, driving strategies that improve customer lifetime value and satisfaction
• Optimizing telesales processes and performance to maximize conversion and customer acquisition
• Retail & Logistics Operations
• Overseeing retail operations, ensuring alignment with brand standards and commercial objectives across all stores
• Leading warehouse and logistics operations, ensuring efficient inventory management, order fulfillment, and timely distribution
• Strengthening supplier and vendor relationships, negotiating value-driven contracts, and implementing industry best practices for supply chain efficiency
• Team Leadership & Financial Management
• Leading, mentoring, and inspiring managers and teams across all operations functions—building leaders, not just followers
• Owning operational budgets, forecasts, and cost-control initiatives with full accountability for outcomes
• Monitoring financial and operational performance, addressing variances proactively before they escalate
• Delivering regular performance reports and insights to senior leadership that enable smart, fast decisions
• Building organizational capabilities that align with both current and future business needs
• This is a senior leadership role (Job Band B2 – HoD) based in Uganda. If successful, you would be reporting directly to the General Manager.

Qualifications, Skills and Experience: 

• Bachelor’s degree in Business, Operations, Supply Chain, or related field (Master’s preferred)
• 8–10 years of progressive operations experience with at least 5 years in senior management roles
• Proven success leading retail and logistics, customer care, and/or telesales operations in high-growth, customer-centric environments
• Strong financial acumen with experience in budget management and cost optimization
• Demonstrated success leading multi-departmental teams and driving operational transformation at scale
• Experience with ERP systems, inventory platforms, and CRM tools
• Strategic execution and operational excellence: You don’t just plan—you deliver
• Customer-centric leadership: You make decisions through the lens of the customer, always
• Financial and analytical rigor: Numbers tell a story; you know how to read and act on it
• Cross-functional leadership: You align diverse teams without needing direct authority over all of them
• Change management: You’ve transformed operations before and have the scars—and wins—to prove it
• Stakeholder engagement: You influence upward, downward, and sideways with equal effectiveness

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.