Operations & Customer Experience Manager

• Manage customer bookings and enquiries via WhatsApp.  
  
• Coordinate schedules, payments, service providers, and follow-ups.  
  
• Respond quickly and professionally and resolve customer issues.  
  
• Supervise staff, attendance, punctuality, appearance, cleanliness, and professionalism.  
  
• Maintain staff schedules and records and address performance issues.  
  
• Source, interview, and vet service providers; verify experience, references, and skills.  
  
• Maintain an approved provider database and monitor performance.  
  
• Train staff and providers on procedures, customer service, and professional standards.  
  
• Conduct onboarding and refresher training as required.  
  
• Handle paperwork, filing, records, forms, and day-to-day administrative tasks.  
  
• Keep staff, provider, customer, booking, and payment records accurate and up to date.  
  
• Maintain Excel trackers and operational databases.  
  
• Prepare weekly/monthly reports and identify errors, trends, and operational issues.  
  
• Monitor service quality, cleanliness, presentation, punctuality, and customer experience.  
  
• Act as the Founder’s key operational support, take ownership of problems, and ensure tasks are completed.
  

Requirements

• Degree in Business Administration, Management, or a relevant field.
  
• Minimum of 3-5 years’ experience in a similar role.
  
• Background in operations, administration, customer service, hospitality, recruitment, or a closely related area.  
  
• Strong administrative capabilities with advanced Excel skills for tracking, reporting, and database management.  
  
• Excellent spoken and written English, with proficiency in WhatsApp and digital tools for fast-paced operations.  
  
• Strong leadership, people management, organizational, and problem-solving skills.  
  
• Highly organized, proactive, professional, reliable, assertive, detail-oriented, tech-savvy, and people-oriented.     
  

Benefits