Head of Operations (After Sales Support)

Lagos - Nigeria

Monthly Salary: Not Disclosed

Experience Required: 8years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Our client is a leading distributor of technology services and lifestyle products in Sub-Saharan Africa. They currently have an opening for a Head of Operations to be based in Lagos Nigeria.

The Head of Operations will lead the support operations manage engineering teams and ensure exceptional after sales service delivery across all product categories. This role requires strategic leadership operational excellence and a strong technical background in consumer electronics and IT hardware.

Key Responsibilities

Strategic Leadership

oDefine and execute the objective vision strategy and roadmap for the Company.

oAlign support operations with the companys overall business goals.

Operational Management

oOversee day-to-day operations of the support center including repair services customer service and logistics.

oEnsure timely and high-quality servicing of all supported brands.

Team Leadership

oLead and manage a team of engineers and technical support staff.

oDrive performance training and development of the support team.

Vendor & Brand Coordination

oLiaise with OEMs and brand partners (e.g. HP Samsung Tecno) to ensure compliance with warranty and service standards.

o Manage escalations and technical support relationships with vendors.

Customer Experience

oEnsure customer satisfaction through efficient service delivery and issue resolution.

oImplement feedback mechanisms and continuous improvement initiatives.

Reporting & Compliance

oMonitor KPIs and generate regular performance reports.

oEnsure compliance with industry standards safety regulations and internal policies.

Requirements

Bachelors degree in engineering Computer Science or related field (Masters preferred).
Minimum of 810 years of experience in technical support or after-sales service with at least 3 years in a leadership role.
Proven experience managing multi-brand support operations.
Strong understanding of electronics IT hardware and mobile devices.
Excellent leadership communication and stakeholder management skills.

Preferred Skills

Experience working with OEMs and managing warranty processes.
Familiarity with service management tools and CRM platforms.
Ability to drive operational efficiency and team performance.
Strategic thinking with hands-on execution capability.