Operations Lead
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Job summary
As an experienced Operations Lead, you will oversee and optimize the day-to-day operations of YipOnline. You will be responsible for building structured systems across BizOps, Customer Success, and Delivery workflows to ensure operational efficiency, sprint predictability, customer retention, and reporting visibility.
Min Qualification:
Degree
Experience Level:
Mid level
Experience Length:
4 years
Job descriptions & requirements
Responsibilities:
Operations Management:
- Audit, document, and optimize core operational workflows
- Establish SOPs and accountability structures across BizOps
- Build and maintain weekly operational dashboards
- Identify operational bottlenecks and implement corrective actions
- Ensure compliance with company processes and performance standards
Customer Success Management:
- Ensure customer support requests are resolved within agreed SLAs
- Monitor churn indicators and implement structured retention initiatives
- Improve handoff processes between Product, Engineering, and Customer Success
- Oversee customer reactivation and retention strategies
- Monitor CSAT trends and drive improvement initiatives
Agile Product & Project Management & Quality Support:
- Improve sprint planning discipline and backlog clarity
- Work with Product and Engineering to reduce sprint spillover
- Track sprint performance metrics and flag risks proactively
- Ensure alignment between business priorities and execution
- Support QA coordination and ensure delivery standards are met
Reporting & Strategic Alignment:
- Develop a centralized weekly Ops performance dashboard
- Present operational insights and recommendations to leadership
- Translate data into actionable improvements
- Drive cross-functional alignment between BizOps, DevOps, and CS
Requirements:
- Bachelor's degree in Business Administration, Engineering, Management, or related field
- 4+ years of experience in Operations, Business Operations, Program Management, or a similar leadership role
- Proven experience improving operational systems in a growing company
- Strong understanding of KPI tracking, reporting, and performance optimization
- Experience working with Agile workflows (ClickUp, Jira, or similar tools)
- Strong analytical, problem-solving, and decision-making skills
- High ownership mindset and ability to work independently
Key Performance Indicators:
- Customer Churn Rate
- Customer Satisfaction (CSAT)
- SLA Compliance Rate
- Sprint Completion % (Planned vs Delivered)
- Customer Retention & Reactivation Rate
- Process Compliance %
Location: Lagos
Work Mode: Full-time, 12 Months Contract, 8 hours a day, 40 hours a week, 160 hours a month.
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