About the Role
Ileoja is Nigeria's most trusted marketplace, connecting millions of users to buy and sell anything online. We're seeking a dynamic Head of Operations to oversee our day-to-day activities, lead our operations team, and drive exceptional business performance across all departments.
This is a hands-on leadership role requiring someone who can manage people effectively, enforce high standards, and deliver consistent, measurable results in a fast-paced environment.
Key ResponsibilitiesPeople & Administration
- Oversee staff attendance, performance management, and disciplinary processes
- Lead recruitment, onboarding, and staff development initiatives
- Conduct performance reviews and coordinate training programs
- Maintain comprehensive staff documentation and administrative standards
Customer Service & Sales Operations
- Lead and supervise the CSR and Sales Closing team
- Monitor daily conversion rates, delivery performance, and sales targets
- Ensure CRM compliance and optimize customer follow-up procedures
- Coach teams on objection handling and upselling techniques
- Identify underperformers and implement corrective actions
Operational Excellence
- Track and report on key operational KPIs daily and weekly
- Identify bottlenecks and implement process improvements
- Hold teams accountable for achieving performance targets
- Partner with Management to enhance overall business performance
- HND, Bachelor's, or Master's Degree
- Minimum 2 years experience in operations, sales, customer service, or eCommerce
- Proven people management and team leadership skills
- Strong CRM proficiency and reporting expertise
- Excellent problem-solving and communication abilities
- Self-motivated, results-oriented, and highly organized
- Ability to thrive in performance-driven environments