JumiaPay Operations Manager - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you will be doing:

• Team Structure & Leadership:
  Develop and maintain an effective team structure by managing cross-functional operational teams. Ensure clear roles, responsibilities, and performance standards are in place to support operational excellence.

• Customer Service Oversight:
  Lead the customer service team in processing orders and ensure timely resolution of issues and complaints. Promote a customer-first approach, driving fast, effective, and empathetic responses.

• Customer Experience Optimization:
  Design and implement scalable structures and processes across the customer journey to drive efficiency and ensure a seamless experience at every touchpoint.

• Process Revamp & Continuous Improvement:
  Challenge existing workflows and implement innovative, data-driven processes to support JumiaPay’s rapid growth and evolving needs.

• Operational Performance Management:
  Monitor and exceed key operational KPIs including process turnaround time, fail rate, delivery time, and Net Promoter Score (NPS). Identify gaps and deploy corrective measures proactively.

• Quality Assurance & Daily Operations:
  Oversee the day-to-day operations, ensuring strict adherence to quality assurance benchmarks. Support team members in meeting internal SLAs and customer expectations.

• Technology & Innovation:
  Drive continuous evaluation and enhancement of technologies and operational tools to deliver a best-in-class customer experience. Collaborate with product and tech teams to recommend and implement improvements.

What we are looking for:

• Degree from a top university in Business, Marketing, Logistics, or a related field.
• 3-5+ years of experience in business development in e-commerce, or tech.
• Proven success in exceeding sales targets and driving business growth, with excellent commercial acumen, negotiation, and deal-closing skills.
• Customer-centric with a proven ability to build and maintain strong client relationships.
• Strong analytical and problem-solving skills, adept at using data for decisions and performance tracking.
• Proficient in MS Office Suite (Excel, PowerPoint, Word) and Google Workspace.
• Excellent verbal and written communication skills in English and the official local language(s) of Kenya.
• Thrives in a fast-paced, competitive environment; self-motivated, proactive, organized, with strong ownership and able to work independently.

Deadline for applications: 25-08-2025

Rounds of Interviews:

• HR Screening
• Technical Meeting with potential manager
• Technical Meeting with functional manager
• Regional Head of HR