Head of Operations

Job Title : Head of Operations

Location : Lagos Employment Type : Full-time

Salary : $1,000 - $1,500 Per Month

Industry : Logistics / E-commerce / Food Delivery

Reports to : MD / CEO

Job Summary

The Head of Operations will own end-to-end operations (process, people, performance and scale) across ride-hailing, e-commerce fulfilment, food & grocery delivery and last-mile logistics. You will set operating models, SOPs and SLAs, build and lead frontline and middle management teams, deliver technology integrations (WMS / TMS / OMS / dispatch / merchant / rider apps), own the operations P&L and prepare the business for rapid city and regional expansion.

Responsibilities

1) Operational leadership & people

• Lead daily operations across ride-hailing, e-commerce fulfilment, food / grocery delivery and last-mile logistics.
• Build and lead teams : dispatch / control room, rider / driver ops, merchant / vendor ops, customer support, warehouse / fulfilment and operations leadership.
• Recruit, onboard, train and retain riders / drivers and fleet partners; define incentive, safety and performance programmes.
• Set clear KPIs and development plans for managers and frontline staff; run regular performance reviews.

2) Process, SOPs & SLAs

• Design and implement operating models, SOPs and SLA tiers for each business line (same- day / next-day / standard; food SLAs by time / accuracy).
• Develop city / zone launch playbooks, capacity planning templates and surge staffing plans (promotions, meal-times, seasonality).
• Define packing, cold / hot chain handling, proof-of-delivery and reverse logistics procedures.

3) Technology & data

• Own integrations and data flows across OMS, WMS, TMS, marketplaces, POS and payment gateways; partner closely with Product & Tech on integrations and dashboards.
• Use BI tools and dashboards to monitor SLA adherence, OTIF, cost per order, rider utilisation and customer experience; implement data-driven improvements.
• Pilot automation and visibility tools (real-time tracking, route optimisation, micro-hub management).

4.Vendor, carrier & partner management

• Manage carrier, vendor and merchant relationships : negotiation, contracts, SLA scorecards, dispute resolution and carrier consolidation.
• Implement vendor performance scorecards and regular vendor reviews.

4) Compliance, safety & quality

• Ensure compliance with local and international logistics rules (customs, IATA / IMO where applicable), food safety standards and temperature-sensitive handling.
• Maintain incident reporting, investigations and post-incident remediation processes. Aim for zero major cold / hot chain incidents.

5) P&L, cost & performance

• Own operations P&L : manage cost per order, improve margins and protect service levels.
• Deliver continuous improvement using Lean / Six Sigma approaches; implement root- cause fixes for repeat issues.
• Drive reductions in revenue leakage and reconciliation errors.

6) Growth & scaling

• Prepare systems and teams for rapid expansion : expansion readiness checks, recruitment pipelines, capacity modelling and launch playbooks for new cities / zones.
• Lead cross-functional readiness for launches (tech, ops, sales, customer support, marketing).

Requirement

• Experience : 8+ years in operations (freight forwarding, last-mile logistics, e-commerce fulfilment, food delivery or ride-hailing), with proven experience scaling early-stage or fast- growth operations.
• Domain knowledge : Last-mile logistics, rider / driver networks, merchant / marketplace operations, SLA & cost optimisation.
• Technology : Hands-on experience with WMS / TMS / OMS integrations and managing data / BI dashboards; advanced Excel skills.
• Education : Degree (BSc / HND) in Supply Chain / Logistics / Business or related field.
• Certifications (preferred) : CILT, IATA DG, APICS / CSCP, HACCP / food safety awareness or similar.
• Skills : Strong leadership, negotiation, stakeholder management, continuous improvement mindset, and vendor management.
• Regional experience (advantageous) : Nigeria / West Africa, India, Pakistan or China.
• Work style : Comfortable with on-ground, field-heavy operations work and frequent presence in Lagos operations hubs.
• Other : Willingness to relocate to Lagos and travel regularly between cities / zones.

KEY PERFORMANCE INDICATORS

1.Service Delivery : End-to-End SLA Compliance- % of ride-hailing, e-commerce & food orders completed within their defined SLA (measured across OMS / TMS & delivery app logs). Reviewed weekly & monthly.

2. Financial Performance : Cost per Order- Average operational cost (direct ops + variable overhead) per completed order across verticals — measured monthly and tracked YoY.

3.Fleet Performance : Rider / Driver Utilisation Rate- % productive time (active deliveries / ride time) vs total paid / available time for riders & drivers; measured daily, reported monthly.

4. Quality & Safety : Order Accuracy Rate- % of orders delivered with correct items, proper packaging and no damage (customer confirmations + QC checks).

5.Vendor Management Vendor / Merchant : SLA Compliance- % of vendors / merchants meeting agreed SLAs (fulfilment times, fill rates, on-time pickups); measured via vendor scorecards monthly.

6. Technology & Systems Platform Uptime & Stability % uptime and successful transaction / dispatch flow for OMS / WMS / TMS / dispatch systems; errors & incident MTTR tracked.

7. Revenue Protection Revenue Leakage Rate % revenue lost due to reconciliation gaps, fraud, manual errors or unreconciled refunds (finance ops + reconciliations).

8.Customer Experience Delivery-Related Complaints Rate % of total orders resulting in delivery / fulfilment complaints (categorized by severity); measured monthly and trended.

9 . Growth & Scaling Expansion Readiness & Execution % of new city / zone launch milestones completed on schedule using approved playbooks (tech, ops, staffing, vendor readiness).

10. Compliance & SOPs SOP & Food- Safety Compliance % compliance with documented SOPs, food safety and cold / hot chain procedures (audits, spot checks, incident logs).