Operations & Customer Experience Manager

Hiring – Operations & Customer Experience Manager Location: Ikoyi, Lagos About Company: Our client is a major West African company that specializes in building and construction projects, particularly in mechanical and electrical systems across Africa. Job Summary: The company is seeking a highly organized, proactive, and hands-on Operations & Customer Experience Manager to oversee day-to-day operations, manage staff and service providers, handle customer bookings via WhatsApp, maintain documentation, and ensure professional service delivery. The ideal candidate for this role must be a highly organized, proactive, and detail-oriented operational professional with strong communication, people-management, and problem-solving skills to manage staff, vet service providers, handle customer experience, and support executive operations smoothly. Key Responsibilities: Manage customer bookings and enquiries via WhatsApp. Coordinate schedules, payments, service providers, and follow-ups. Respond quickly and professionally and resolve customer issues. Supervise staff, attendance, punctuality, appearance, cleanliness, and professionalism. Maintain staff schedules and records and address performance issues. Source, interview, and vet service providers; verify experience, references, and skills. Maintain an approved provider database and monitor performance. Train staff and providers on procedures, customer service, and professional standards. Conduct onboarding and refresher training as required. Handle paperwork, filing, records, forms, and day-to-day administrative tasks. Keep staff, provider, customer, booking, and payment records accurate and up to date. Maintain Excel trackers and operational databases. Prepare weekly/monthly reports and identify errors, trends, and operational issues. Monitor service quality, cleanliness, presentation, punctuality, and customer experience. Act as the Founder’s key operational support, take ownership of problems, and ensure tasks are completed. Requirements Degree in Business Administration, Management, or a relevant field. Minimum of 3-5 years’ experience in a similar role. Background in operations, administration, customer service, hospitality, recruitment, or a closely related area. Strong administrative capabilities with advanced Excel skills for tracking, reporting, and database management. Excellent spoken and written English, with proficiency in WhatsApp and digital tools for fast-paced operations. Strong leadership, people management, organizational, and problem-solving skills. Highly organized, proactive, professional, reliable, assertive, detail-oriented, tech-savvy, and people-oriented. Benefits Highly Competitive