Operations Manager

Shukran is a fintech infrastructure company digitizing the global tipping economy across travel, tourism, and hospitality. We enable hotels, lodges, and service brands worldwide to offer seamless digital tipping experiences that drive higher earnings for staff, deeper engagement for guests, and smarter operational insights for management. 
 

We are on a mission to improve the financial wellbeing of service workers around the world and level up the hospitality industry. 

We are seeking a highly organized, systems-driven Operations Manager to build, own, and optimize the full operational backbone of our business — from sales handoff through onboarding, implementation, and ongoing customer success. 

This role is responsible for defining and institutionalizing all SOPs, implementing operational processes, managing cross-functional workflows, and ensuring teams have the structure, clarity, and accountability required to deliver exceptional customer outcomes.

This is a critical leadership position for someone who thrives in fast-growing environments, translates chaos into order, and builds scalable systems that empower people to perform at their best.

1. SOP Design & Process Architecture
 

• Build end-to-end SOPs across the customer lifecycle: Lead Generation → Sales → Contracting → Onboarding → Implementation → Customer Success → Renewals
   
• Define standardized workflows, documentation, quality controls, and operational checklists.
   
• Map and optimize all internal handoff points to ensure speed, accuracy, and accountability.
   
• Establish metrics and dashboards to track workflow performance and SLAs.
  
   

2. Implementation & Operational Execution
 

• Translate SOPs into daily operational routines and ensure teams are fully trained.
   
• Implement tools, systems, and automation to reduce manual work and increase efficiency.
   
• Drive continuous improvement through rigorous testing, iteration, and feedback loops.
   
• Be the operational point of escalation for issues requiring cross-department coordination.
  
   

3. People & Team Management
 

• Manage and support all personnel involved across the lifecycle (sales support, onboarding teams, customer success representatives, etc.).
   
• Build capacity through hiring, training, and performance management.
   
• Introduce clear KPIs, responsibilities, and reporting structures for each role.
   
• Foster a high-ownership, customer-centric culture that values accountability and execution excellence.
  
   

4. Cross-Functional Leadership
 

• Act as the operational bridge between Sales, Product, Engineering, Customer Success, and Finance.
   
• Ensure consistent feedback from customer-facing teams flows back into product development and company strategy.
   
• Partner with leadership to forecast operational needs, resource planning, and scaling models.
  
   

5. Customer Experience Assurance
 

• Ensure every customer receives a seamless, professional, and timely onboarding experience.
   
• Monitor customer health metrics and identify operational improvements to reduce churn.
   
• Implement quality assurance frameworks to maintain a consistently high customer experience.
  
   

• 5–8+ years experience in high growth startup operations, customer success, process design, or similar roles in fast-growth environments.
   
• Proven track record designing SOPs and scaling processes from scratch.
   
• Strong analytical, project management, and systems-thinking capabilities.
   
• Experience leading teams and managing performance through structure + coaching.
   
• Familiarity with CRM and workflow tools (HubSpot, Monday.com, Notion, Airtable, etc.).
   
• Comfortable working in fast-paced, ambiguous environments with high expectations.
   

• A builder with a deep love for structure, clarity, and process discipline.
   
• Thrives in environments where they must turn complexity into order.
   
• Strong communicator who aligns people around process.
   
• High standards, detail-oriented, and relentless about execution.

• Empathetic but firm leader who ensures teams deliver consistently.
  
  Success in This Role Looks Like

• All SOPs are documented, deployed, and operational across teams.
   
• Sales → onboarding → customer success handoffs become seamless “zero friction” flows.
   
• Team members are performing confidently because processes and expectations are clear.
   
• Customer onboarding time decreases and customer satisfaction increases.
   
• Leadership has visibility into operations through clear dashboards and reporting.
   
   

• Competitive compensation package at the top decile  

• Career defining opportunity to play a key role in building a globally relevant solution
   
• Opportunity to find meaning in work by impacting the lives of service workers globally

• Participate in proving that Africa can produce globally relevant companies
   
• Work with passionate team who care deeply about doing great work and making a difference

To apply for this position, please click the "Apply Now" button and fill out the application form.

Application deadline: January 31, 2026