Job Description

The First Mile Hub Manager oversees the end-to-end operations of a First Mile hub at Jumia, managing agent workforce, pickup and package processing, and compliance with SLAs, while driving efficiency and service quality across the hub.

What You Will Be Doing

• Oversee day-to-day operations of the First Mile hub, ensuring efficient management of the agent workforce and pickup/package processing activities.
• Manage administrative and operational functions of the hub's agency, including scheduling, resourcing, and workload distribution.
• Lead the training, onboarding, and integration of new officers and agents into hub operations.
• Ensure the associated operational hub complies with SLAs, escalating and resolving compliance gaps as they arise.
• Manage and maintain hub teams and logistics equipment, ensuring optimal utilization and upkeep.
• Oversee package search, tracking, and resolution of misrouted or delayed items.
• Manage the shipping and delivery of packages to logistics partners, ensuring timely handovers.
• Implement and monitor new projects and operational process changes within the hub, adapting quickly to shifts in business needs.
• Monitor hub performance against key metrics (pickup volumes, TAT, SLA adherence), taking corrective action where targets are missed.
• Lead, coach, and performance-manage hub team leads and agents.
• Build and maintain relationships with vendors and pickup partners operating within the hub's catchment.
• Prepare and present regular reporting on hub performance, incidents, and operational issues to senior management.
• Ensure the hub operates in a demanding, fast-paced environment while maintaining flexibility and adaptability to changing priorities.

What We Are Looking For

• Bachelor's degree or equivalent; additional training in logistics, operations, or supply chain management is a plus.
• Proven experience in a similar hub management, logistics, or first-mile operations role, including experience managing teams or supervisors.
• Strong leadership and people management skills, with proven ability to lead and develop agents and team leads.
• Proficiency in Microsoft Office and relevant logistics/tracking systems.
• Strong affinity for information systems and comfort working with operational tracking tools.
• Ability to work in a demanding, fast-paced environment with shifting priorities.
• Excellent interpersonal, listening, and diplomacy skills, with strong relay ability between frontline officers and management.
• Ability to lead cross-functional projects and process improvement initiatives.
• Strong problem-solving skills, with the ability to resolve operational issues and escalations promptly.
• Must have NYSC certificate or possess a valid exemption letter.