User Operations Manager Needed at OLX SSA – Nigeria
Naspers is a leading multinational group of e-commerce and media platforms, with operations in 133
countries around the world and some 6 billion dollars in annual revenues. The group, incorporated in 1915 as a public limited liability company and listed on the Johannesburg Stock Exchange (JSE) in September 1994. The company also has an ADR listing on the London Stock Exchange (LSE). The group attains dominant positions in emerging market presenting above-average growth opportunities. Online classifieds is one of the current spearheads. Online classifieds is the consumer to consumer (c2c) trade of used goods through an online platform (both web-based and native apps). Our purpose is to improve people’s lives by bringing them together for win-win exchanges. We are building leading positions in emerging markets by developing local businesses, while making use of our global scale through technology transfers, know-how and talent exchange. Our company unites many cultures and styles into one online multinational. Our most significant operations are located in emerging markets, such as Sub-Saharan Africa, Latin America, Eastern Europe, Middle East, South East Asia and South Asia. We are known in these markets under the brand names OLX and Dubizzle.
Job Title: User Operations Manager – Nigeria
OLX SSA – Nigeria
OLX Nigeria, West Africa’s leading online classifieds company, is looking for a talented User Operations Manager to drive all relevant customer activities in Nigeria. Reporting directly to the OLX Country Manager, daily responsibilities will include leading all aspects of user operations, including customer support, call center management, content quality management, etc. for both the seller and buyer side of the business. The individual will be responsible for driving execution excellence to reach performance goals while managing both internal and external business stakeholders. The position will provide the opportunity to be a significant driver for our fast growing business in an international, entrepreneurial environment. OLX is looking for an individual with a strong grasp of process and project management principles, knowledge of the local market and a strong focus on delivering an excellent customer experience to our users. The role involves working across cultures and countries, providing strategic leadership in all aspects of user operations while ensuring high quality user experience of the site. The individual will be responsible for the development, execution and monitoring of the key initiatives across all customer touch-points, including but not limited to emails and phone calls. The individual will also work collaboratively with other functions including Marketing, Product and Business Development to drive content quality improvement initiatives across the market.
The successful candidate will be responsible for the following:
General Operational leadership – Day-to-day management of the existing OLX customer support and content quality team. • Regular performance reviews for the team. • Analyzing and interpreting business performance data to identify issues and develop proactive solutions to maintain high standards. • Implementing standardized and consistent global best practice of operational excellence across all processes while applying continuous improvement principles.
Customer Support – Support the existing team in driving customer support improvements, including but not limited to: • Ensure that SLA agreements are consistently achieved. • Pro-actively lead user education initiatives on how to effectively use online classifieds to trade • Lead innovation efforts in new user support channels. • Work collaboratively with the product team to resolve platform issues to ensure uninterrupted service to the users. • Consistently obtain and act on user feedback geared towards improving the product and general service levels.
Content Quality – Support the existing team in achieving and maintaining high quality content standards on the site, including but not limited to: • Develop collaborative partnerships with relevant organizations aimed at preventing fraudulent activities that may be directed to users of the site. • Drive initiatives that clearly focus on buyer and seller success on the platform. • Provide thought leadership in accelerating improvements around content quality. • Ensure strictest levels of compliance are met.
Call Center – Support the existing team in delivering excellent and consistent support across each channel, including but not limited to: • Lead efforts in smooth operations of answering user queries across email, social media and in-bound calls. • Where necessary, re-design the call-center operational processes. • Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
Others – Ensure process standardization, knowledge sharing and management and drive learning and development initiatives. • Perform in-depth data analysis and work closely with the business intelligence team to understand challenges and trends of the business. • Work closely with business intelligence in the development of relevant operational metrics and dashboards.
Desired Skills and Experience
• A high level of charisma, consensus building and maturity when directing a young and enthusiastic team • Experience leading a high-volume call-center or customer service center with at least 10,000 queries (e-mail/calls) per day. Ability to lead teams of call center operators in a complex product environment e.g. telecommunications, financial services or ecommerce. • Previous experience partnering with law enforcement agents will be highly regarded. • Experience leading diverse teams both culturally and across geographies, especially within West Africa, is a must. • Articulate, clear thinking and excellent verbal and written communication skills. • Previous experience developing operational learning materials and SOPs. • Data driven mind set with proven project management skills. • Fast learner in a very dynamic environment • Strong hands-on attitude that enjoys creating and implementing new business solutions • Data driven and analytical with strong attention to detail. • Work experience in high-performance environments with a proven track record of personal, academic and professional achievements in an international field. • Passionate about online and has deep interest in developing businesses. • Humble, flexible personality with knowledge of the local Nigerian market. • Articulate, clear thinking, excellent verbal and written communication skills in English. • Verbal and written communication skills in French is a plus.
Qualifications and experience • University degree in Operations studies, Management or related field • MBA or any other relevant Master’s degree would be preferable • 5+ years experience in leading roles in Internet / Consulting / FMCG / Consumer Durables / Telco /BPO company. • Experience in using data analysis applications like Excel and Process design tools.
How to Apply