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

3) Technology & data

4.Vendor, carrier & partner management

4) Compliance, safety & quality

5) P&L, cost & performance

6) Growth & scaling

Requirement

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).