Head of Operations - After Sales Support

About the role

A leading distributor of technology, services and lifestyle products in Sub-Saharan Africa is hiring a Head of Operations to lead its after-sales support function, based in Lagos, Nigeria. The role manages engineering teams and ensures high-quality after-sales service across all product categories, requiring strategic leadership, operational excellence and a strong technical background in consumer electronics and IT hardware.

Key responsibilities

• Define and execute the company's objectives, vision, strategy and roadmap, and align support operations with overall business goals.
• Oversee day-to-day operations of the support center, including repair services, customer service and logistics, ensuring timely and high-quality servicing of all supported brands.
• Lead and manage a team of engineers and technical support staff, driving their performance, training and development.
• Liaise with OEMs and brand partners (e.g. HP, Samsung, Tecno) on warranty and service standards, and manage escalations and technical support relationships with vendors.
• Ensure customer satisfaction through efficient service delivery and issue resolution, and implement feedback mechanisms and continuous improvement.
• Monitor KPIs, generate regular performance reports and ensure compliance with industry standards, safety regulations and internal policies.

Required profile

• Bachelor's degree in engineering, Computer Science or a related field (Master's preferred).
• Minimum of 8-10 years of experience in technical support or after-sales service, with at least 3 years in a leadership role.
• Proven experience managing multi-brand support operations.
• Excellent leadership, communication and stakeholder management skills.

Preferred skills

• Experience working with OEMs and managing warranty processes.
• Familiarity with service management tools and CRM platforms.
• Ability to drive operational efficiency and team performance, with strategic thinking and hands-on execution.