Operations & Customer Experience Manager at Urban Spirit Ventures

Urban Spirit Ventures is a leading waste management company based in Lagos, Nigeria, dedicated to innovative and sustainable solutions in the waste management industry. We are committed to transforming waste into value and ensuring environmental sustainability in urban spaces.

We are recruiting to fill the position below:

Job Title: Operations & Customer Experience Manager

Location: Lagos
Employment Type: Full-time

Job Summary

• We are seeking a dynamic and results-driven Operations & Customer Experience Manager to oversee and optimize daily waste management operations, ensuring a seamless and customer-centric approach to service delivery.
• The role requires strong leadership, operational insight, and an innovative mindset to maintain and improve operational efficiency while enhancing the overall customer experience.

Key Responsibilities
Operational Leadership:

• Oversee the planning, coordination, and execution of daily waste collection and disposal operations across designated areas in Lagos.
• Manage the logistics, route optimization, and performance of the fleet to ensure timely and efficient service delivery.
• Monitor and improve waste processing, recycling, and disposal methods to enhance sustainability practices.

Customer Experience Management:

• Develop and implement strategies to enhance customer satisfaction, ensuring high service standards and prompt resolution of complaints or inquiries.
• Actively engage with customers to collect feedback, identify service improvement opportunities, and foster long-term customer relationships.
• Monitor customer service metrics and implement action plans to improve key performance indicators (KPIs).

Team Leadership and Development:

• Lead and manage a diverse team of field supervisors, customer service representatives, and operational staff to meet performance targets.
• Conduct regular training sessions to ensure the team is equipped with the knowledge and skills to deliver exceptional service and adhere to company policies.
• Foster a positive work culture that promotes teamwork, safety, and accountability.

Quality Assurance and Compliance:

• Ensure compliance with environmental regulations, safety protocols, and industry standards in all operational activities.
• Perform routine audits and site visits to verify that waste management processes are carried out efficiently and in compliance with legal and environmental guidelines.
• Collaborate with government and regulatory bodies to stay informed about changes in waste management policies and ensure the company’s adherence.

Data-Driven Performance Management:

• Analyze operational data and customer feedback to identify trends, streamline processes, and make data-driven decisions that enhance service quality and operational efficiency.
• Develop and maintain reports on operational performance, customer service metrics, and other key business indicators for management review.

Stakeholder and Community Engagement:

• Represent the company in meetings with key stakeholders, including local government agencies, community leaders, and environmental groups.
• Engage with the community to promote sustainable waste management practices, educating customers on proper waste disposal and recycling habits.

Qualifications

• Bachelor's Degree in Environmental Management, Operations Management, Business Administration, or a related field
• 3 years experience in managing operations and customer service in a fast-paced environment, preferably within the waste management, logistics, or environmental sector.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication skills, with the ability to engage effectively with clients, team members, and stakeholders.
• Knowledge of sustainability practices and environmental regulations is a plus.

Salary
N250,000 - N500,000 monthly.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should send their CV and a Cover Letter to: [email protected] using the Job Title as the subject of the mail.