eRecruiter

Head of Operations (After Sales Support)

eRecruiter  •  Lagos, NG (Onsite)  •  29 days ago
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Job Description


Our client is a
leading distributor of technology, services, and lifestyle products in Sub-Saharan
Africa.
They currently have an opening for a Head of Operations
to be based in
Lagos, Nigeria
.
The Head of Operations will lead the support operations, manage engineering teams, and ensure exceptional after sales service delivery across all product categories. This role requires strategic leadership, operational excellence, and a strong technical background in consumer electronics and IT hardware.
Key Responsibilities

∙
Strategic Leadership
o
Define and execute the objective, vision, strategy, and roadmap for the Company.
o
Align support operations with the company’s overall business goals.
∙
Operational Management
o
Oversee day-to-day operations of the support center, including repair services, customer service and logistics.
o
Ensure timely and high-quality servicing of all supported brands.
∙
Team Leadership
o
Lead and manage a team of engineers and technical support staff.
o
Drive performance, training, and development of the support team.
∙
Vendor & Brand Coordination
o
Liaise with OEMs and brand partners (e.g., HP, Samsung, Tecno) to ensure compliance with warranty and service standards.
o   Manage escalations and technical support relationships with vendors.
∙
Customer Experience
o
Ensure customer satisfaction through efficient service delivery and issue resolution.
o
Implement feedback mechanisms and continuous improvement initiatives.
∙
Reporting & Compliance
o
Monitor KPIs and generate regular performance reports.
o
Ensure compliance with industry standards, safety regulations, and internal policies.


Requirements


  • Bachelor’s degree in engineering, Computer Science, or 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.

  • Strong understanding of electronics, IT hardware, and mobile devices.

  • 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.

  • Strategic thinking with hands-on execution capability.
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About eRecruiter

eRecruiter Africa was born from the need to have a Pan-African recruitment consulting firm that places the client first. Our goal is to be the best recruiter in Africa, in the industries we operate.

We succeed because we dare to think differently from our competitors and ask our clients the right questions, thereby uncovering what they may not have thought of. We truly understand our markets and are passionate about it.

We have continued to develop our markets and venture into new territories. Currently, we recruit into the entire African Market. We deliver the right candidates while taking into consideration the role and organizational fit. Our clients are at the heart of our business and we always take an interest in our clients’ business – that’s why we always get it right first time. We currently have a 99% client retention rate

Industry
Consulting & Advisory
Company Size
51-200 employees
Headquarters
Ikeja, NG
Year Founded
2012
Website
erecruiterafrica.com
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