# Head of Operations

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Company: M-KOPA

Category: Manufacturing, Transport & Logistics

Location: Uganda, Kampala, Central Region

Work type: Full-time

Work arrangement: On-site

Published: 2026-08-31

Expires: 2026-09-28

## Job Description

Job Summary: We are looking for a Head of Operations to provide strategic and operational leadership that delivers exceptional customer experiences, drives business growth, and builds a high-performing operations function across Uganda.

Key Duties and Responsibilities:
Operational Strategy & LeadershipDefining and executing operational strategies that enhance efficiency, productivity, and profitability across all functionsPartnering with global leadership to shape and localize operational frameworks and policiesContinuously identifying and driving process improvement opportunities before they become urgent problemsLeading change management initiatives and championing a continuous improvement culture that sticksOperational Delivery & PerformanceCustomer Care & CollectionsProviding strategic oversight for Customer Care and Collections, ensuring high service standards across call center and BPO functionsDeveloping tactical plans for customer engagement, retention, and issue resolution that actually get executedTelesales OperationsLeading the Telesales function, driving strategies that improve customer lifetime value and satisfactionOptimizing telesales processes and performance to maximize conversion and customer acquisitionRetail & Logistics OperationsOverseeing retail operations, ensuring alignment with brand standards and commercial objectives across all storesLeading warehouse and logistics operations, ensuring efficient inventory management, order fulfillment, and timely distributionStrengthening supplier and vendor relationships, negotiating value-driven contracts, and implementing industry best practices for supply chain efficiencyTeam Leadership & Financial ManagementLeading, mentoring, and inspiring managers and teams across all operations functions—building leaders, not just followersOwning operational budgets, forecasts, and cost-control initiatives with full accountability for outcomesMonitoring financial and operational performance, addressing variances proactively before they escalateDelivering regular performance reports and insights to senior leadership that enable smart, fast decisionsBuilding organizational capabilities that align with both current and future business needsThis is a senior leadership role (Job Band B2 – HoD) based in Uganda. If successful, you would be reporting directly to the General Manager.

Qualifications, Skills and Experience: 
Bachelor’s degree in Business, Operations, Supply Chain, or related field (Master’s preferred)8–10 years of progressive operations experience with at least 5 years in senior management rolesProven success leading retail and logistics, customer care, and/or telesales operations in high-growth, customer-centric environmentsStrong financial acumen with experience in budget management and cost optimizationDemonstrated success leading multi-departmental teams and driving operational transformation at scaleExperience with ERP systems, inventory platforms, and CRM toolsStrategic execution and operational excellence: You don’t just plan—you deliverCustomer-centric leadership: You make decisions through the lens of the customer, alwaysFinancial and analytical rigor: Numbers tell a story; you know how to read and act on itCross-functional leadership: You align diverse teams without needing direct authority over all of themChange management: You’ve transformed operations before and have the scars—and wins—to prove itStakeholder engagement: You influence upward, downward, and sideways with equal effectiveness

## Requirements

bachelor degree
96

## Apply

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