What You’ll Do
Monitor and enhance key performance indicators for our courier marketplace, such as online availability, order fulfillment success rates, cancellation rates, courier supply levels, and overall delivery performance.
Design and implement strategic initiatives focused on courier engagement, seamless onboarding processes, effective retention strategies, and earnings optimization to elevate both courier satisfaction and operational performance.
Collaborate effectively with Community Operations, Safety, Merchant Operations, and Product teams to address operational challenges and enhance platform performance.
Conduct in-depth evaluations of operational patterns to develop data-backed proposals that enhance incentive structures, minimize delivery obstacles, and elevate overall customer satisfaction levels.
Execute fieldwork initiatives and collaborate closely with courier partners to assess real-time operational challenges and develop scalable enhancements to improve efficiency.
Oversee and cultivate relationships with various stakeholders, such as EMEA Central Operations and Scaled Operations teams, local SSA operations teams, and commercial teams.
What You’ll Need
With a minimum of two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations, preferably within a dynamic and fast-paced setting.
Analytical and problem-solving abilities are essential, coupled with proficiency in Excel and Google Sheets. The capacity to analyze operational metrics and convert these findings into actionable insights is also required.
Exceptional ability to manage stakeholders and communicate effectively, collaborating seamlessly across various teams including support, policy, merchant services, and city operations.
Preferred Qualifications include a Bachelor’s degree in Computer Science, Engineering, or a related field, along with 3–5 years of experience in software development or a comparable role. Proficiency in programming languages such as Python, Java, or C++ is essential, and familiarity with cloud platforms like AWS or Azure is beneficial. Candidates should demonstrate strong problem-solving skills, experience with Agile methodologies, and the ability to work collaboratively in cross-functional teams. Knowledge of DevOps practices, CI/CD pipelines, and containerization tools such as Docker or Kubernetes is a plus. Excellent communication and project management abilities are also required to ensure successful delivery of technical solutions.
Professionals with hands-on involvement in Kenya’s mobility, logistics, e-commerce, food delivery, or boda sectors, coupled with a deep comprehension of last-mile operational challenges, are strongly encouraged to apply.
Proven expertise in SQL and hands-on experience leveraging data visualization platforms like Tableau or Looker to inform key operational decisions.
Experienced in spearheading large-scale operational enhancement initiatives, managing field operations, or engaging courier and driver teams to drive efficiency and performance improvements.
A dynamic entrepreneurial approach is required, characterized by the capacity to excel amid uncertainty, act decisively, and harmonize forward-thinking strategy with practical, day-to-day implementation.
Qualifications
BA/BSc/HND
Experience Required
2 years
