Operations Manager

KEY RESPONSIBILITIES

Seller Outreach & Onboarding

• Identify and reach out to potential sellers across Kampala through phone, WhatsApp, social media, and in-person visits.
  
• Guide new sellers through the registration and onboarding process, ensuring they understand platform guidelines.
  
• Conduct seller verification - confirm identity, business legitimacy, and contact details before approving accounts.
  
• Follow up with inactive or incomplete seller accounts to get them to their first live listing.

Seller Relationship Management

• Maintain regular communication with active sellers to keep them engaged and informed of platform updates.
  
• Track seller activity metrics (listings created, products sold, response rates) and flag underperforming accounts.
  
• Re-engage dormant sellers with targeted outreach and support.

Platform Quality & Moderation

• Review seller listings to ensure products are uploaded to the correct category.
  
• Assess uploaded product images for quality standards - clarity, accuracy, and appropriateness.
  
• Coordinate with support staff on listing corrections and guide sellers on how to improve their listings.
  
• Flag and escalate suspicious listings, fraudulent activity, or policy violations.

Support Staff Management

• Supervise and coordinate the day-to-day work of support staff.
  
• Assign tasks, set priorities, and ensure support queries are resolved within acceptable timeframes.
  
• Train support staff on platform policies, communication standards, and escalation procedures.
  
• Conduct regular check-ins and provide feedback to support staff.

Complaint & Escalation Handling

• Handle escalated complaints from buyers and sellers that support staff cannot resolve.
  
• Mediate disputes between buyers and sellers fairly and in accordance with platform policy.
  
• Document recurring complaint types and recommend platform or policy improvements.
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Reporting & Feedback

• Provide regular reports on seller growth, listing quality, and support performance.
  
• Relay seller and buyer feedback to the product team to inform platform improvements.

WHAT WE'RE LOOKING FOR

• Strong communication skills - able to engage confidently via phone, WhatsApp, and in person.
• Proven experience in operations, sales, account management, customer service, or a similar role.
• Highly organised with the ability to manage multiple tasks and people simultaneously.
  
• Comfortable working with online platforms, apps, and basic digital tools.
  
• A self-starter who can work with minimal supervision.
  
• Familiarity with Kampala's local market and business culture is a strong advantage.
  
• Prior experience managing a small team is a plus, but not required.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section