Operations & Customer Experience Manager

About the role

The company is looking for a proactive Operations & Customer Experience Manager to oversee daily operations, manage staff and service providers, and handle customer bookings via WhatsApp. This role supports the Founder by ensuring smooth executive operations and high‑quality service delivery.

Key responsibilities

• Manage customer bookings and enquiries through WhatsApp, coordinating schedules, payments and follow‑ups.
• Supervise staff attendance, punctuality, appearance, cleanliness and professionalism, maintaining schedules and performance records.
• Source, interview and vet service providers, maintain an approved provider database and monitor their performance.
• Train staff and providers on procedures, customer service standards and conduct onboarding or refresher sessions as needed.
• Handle paperwork, filing, records and day‑to‑day administrative tasks, keeping all operational databases up to date.
• Prepare weekly and monthly reports, identify errors, trends and operational issues, and monitor service quality and customer experience.
• Act as the Founder’s key operational support, taking ownership of problems and ensuring tasks are completed.

Required profile

• Degree in Business Administration, Management or a related field.
• Minimum 3‑5 years of experience in operations, administration, customer service, hospitality or recruitment.
• Strong administrative capabilities with advanced Excel proficiency for tracking and reporting.
• Excellent spoken and written English and proficiency with WhatsApp and other digital tools.
• Demonstrated leadership, people‑management, organizational and problem‑solving abilities.

Required skills

• Advanced Excel for tracking, reporting and database management.
• Proficiency in using WhatsApp and other digital communication tools for fast‑paced operations.