Global Head of Ops Excellence - Jumia Services (Full Time)

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!    

You will oversee process standardization, build reporting metrics, systems enablement and improve the overall efficiency of the warehousing, vendor and logistical business for Jumia Services. 

Global Head of Ops Excellence

Main responsibilities:

Project Management Office

  • Support the definition of E-commerce Business Cases (scope, goals, deliverables, costs, timescales, plans, dependencies, resource requirements and milestones)
  • Ensure pre-scope project plans are communicated to all project stakeholders together with their individual responsibilities.
  • Co-coordinating quality activities to meet quality objectives. Managing project risks, issues and change control, communicating the impact to the project
  • Conducting or contributing to post implementation reviews and identifying any lessons learned.
  • Feeding carry-forward items back into the program plan

External clients - Queue mgmt

  • Be incharge of various operational and system flows for long tail external clients
  • Onboarding, Performance mgmt and Service issue resolutions
  • Systems
  • Provide system support and resolve issues for all tools used by various teams
  • Provide inputs to central development team on new features required by the business
  • Lead training and rollout of new systems or features for Jumia Services.
  • Drive new process initiative and Institutionalize tech changes required for better alignment / visibility of packages / Items

Queue Management

  • Monitor the queues closely to identify anomalies thus improving performance.
  • Oversee daily Reporting on Incidents/Change/Problem tickets and SLA status
  • Update the incident categorization matrix based on evolving business complexity.
  • Overall Point of Contact for End to End package/ item handling by Jumia Services

Process Control

  • Responsible for any mismatch of packages and all exception handling for packages in transit and at different hubs)
  • Managing the loss compliance and write-off guidelines for packages stuck at different stages of packages/ item journey.
  • Training all the in-house/ out-house teams for any new / existing processes for smooth operations
  • Auditing SOPs vs on-ground processes and improving on deficiencies

Service Request

  • Develop and improve new and existing processes for resolving customer, Client and vendor issues.
  • Resolve all escalated issues end-to-end across Jumia Services
  • Assign all non-compliance related issues to each defaulting department and ensure proper actions are taken.
  • Manage all emergency related logistics issues which could lead to non-satisfaction of the customer. E.g., Theft, Accidents, Confiscation of packages & weather obstruction.
  • Inform and liaise with In-house and 3rd Party teams to resolve discovered problems.
  • Analyze and document all customer / seller complaints to prevent future occurrences of past problems

Job Requirements:

Required Qualifications

  • Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet etc.
  • Proficient in Google Office Suite– Google Drive,Google Sheets, Google Docs, Gmail, etc.

Relevant Experience

  • Minimum 12-15 years-total experience in sales, operations and/or vendor management, experience, preferably within distribution, transportation or customer contact operations is required
  • Demonstrated success in cross-functional, global project/program execution.
  • Process oriented, well-organized with a high level of attention to detail
  • Excellent communication and negotiation skills
  • Excellent analytical ability (with excellent proficiency in MS Excel); ability to leverage analytical work into action-oriented reporting and plans of action.
  • Strong attention to details

 Skills and Competences

  • Strong entrepreneurial skills, leadership and drive
  • Experience or high level of comfort in logistics operations
  • Experience managing teams or large projects
  • Demonstrated ability to work in a fast paced and competitive environment.

We offer:

  • A unique experience in an international, entrepreneurial, yet structured environment
  • An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet service lines
  • The opportunity to be part of a team full of talented people with the best backgrounds