Country Head of Service Operations
About the Role
We are aggressively expanding our consumer device brand across the region and are seeking a highly experienced Country Head of Service Operations to lead our after-sales infrastructure from the ground up. In this role, you will own the end-to-end service strategy, execute the rollout of full-scale service centers, establish partner networks, and ensure our customers receive world-class, seamless support. You will own the country's service P&L, team leadership, parts logistics, and operational compliance.
Key Responsibilities
- Infrastructure Setup & Network Expansion
Flagship Centers: Spearhead the location scouting, setup, and operational launch of full-scale service centers across all major tier-1 cities in the country. Partner Network (Shop-in-Shop): Identify, train, and certify retail partners to establish "Mini Service Stations" (shop-in-shop models) to expand regional footprint without heavy CapEx. Collection Points: Design and map out a comprehensive, nationwide network of device collection and drop-off points for deep rural and tier-3 city accessibility.
- End-to-End Operations & Process Management
Take absolute ownership of the entire country's service operations, ensuring turnaround times (TAT) and customer satisfaction scores meet strict global standards. Design and implement standardized operating procedures (SOPs) deeply aligned with top-tier OEM service norms and quality benchmarks. Govern the complete reverse logistics process, ensuring the safe, trackable, and swift movement of defective and repaired units across the country.
- Supply Chain & ERP Management
Manage the end-to-end spare parts supply chain, including demand forecasting, inventory control, and optimizing re-ordering levels to prevent stock-outs. Utilize and administer the centralized Service ERP system to track repairs, manage inventory, generate operational dashboards, and audit service metrics.
- Team Leadership & Capability Building
Recruit, train, and mentor a high-performing nationwide team of service engineers, technicians, front-desk staff, and regional managers. Develop localized training modules for both internal staff and third-party partner technicians to ensure consistent repair quality across all touchpoints.
Candidate Requirements
Experience: Minimum of 10+ years of core experience in after-sales service operations within the mobile device/consumer electronics sector. OEM Pedigree: Prior leadership experience managing service networks for tier-1 OEM brands (e.g., Samsung, Transsion, or equivalent) is strictly required. Local Expertise: Must be a citizen of the country with deep operational knowledge of the local geography, logistics infrastructure, and consumer behavior. Language Skills: Complete fluency in English and all relevant local languages/dialects. Technical & Systems Proficiency: Strong hands-on experience utilizing enterprise-grade Service ERP software for parts and ticket management. Leadership: Proven track record of managing large, distributed teams of technicians and regional service managers.
Location: [Tanzania / Kenya / Rwanda / Uganda / DRC / Nigeria / Sierra Leone]
Employment Type: Full-time
Reporting To: Group CEO / Global Service Director
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