Head of Operations (After Sales Support)

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 company’s 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

Bachelor’s degree in engineering, Computer Science, or related field (Master’s preferred). Minimum of 8–10 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.