Operations Manager
Job Description
A firm is seeking an experienced Operations Manager to oversee quality, customer service, staff development, administration, and operational compliance. The ideal candidate is a hands-on leader who can maintain high standards, improve processes, manage teams, and deliver an exceptional experience for premium clients.
Location: Victoria Island, Lagos
Salary: Negotiable
Industry: Hospitality / Food & Service
Key Responsibilities
- Oversee daily operations and ensure consistent quality and service standards.
- Develop and enforce SOPs, QA/QC systems, and food safety processes.
- Conduct quality audits across production, storage, dispatch, and vendor operations.
- Lead staff onboarding, training, performance tracking, and development.
- Manage customer service across WhatsApp, phone, social media, Shopify, and in-person channels.
- Own customer complaints and ensure timely resolution and follow-up.
- Oversee administrative processes, employee documentation, permits, and regulatory compliance.
- Support recruitment, onboarding, performance reviews, and disciplinary processes.
- Monitor operational performance, identify gaps, and implement improvements.
- Maintain strict confidentiality and professional standards when dealing with HNI and premium clients.
- Prepare regular operational and performance reports for management.
Key Requirements
- Bachelor’s degree in Business Administration, Operations, Hospitality, or a related field.
- 5–10 years’ experience in operations, hospitality, retail, food service, or a similar service environment.
- Strong experience in team management, customer service, SOP implementation, and quality control.
- Excellent organizational, communication, and problem-solving skills.
- Strong attention to detail and ability to manage multiple priorities.
- Experience with food safety/QA systems is an advantage.
- Highly accountable, proactive, and able to work with minimal supervision.
Interested and qualified candidates should send their CV to Thelma@workinnigeria.org using the Job Title as the subject of the email.
