Operations Manager

KEY RESPONSIBILITIES Seller Outreach & Onboarding Identify and reach out to potential sellers across Kampala through phone, WhatsApp, social media, and in-person visits. Guide new sellers through the registration and onboarding process, ensuring they understand platform guidelines. Conduct seller verification - confirm identity, business legitimacy, and contact details before approving accounts. Follow up with inactive or incomplete seller accounts to get them to their first live listing. Seller Relationship Management Maintain regular communication with active sellers to keep them engaged and informed of platform updates. Track seller activity metrics (listings created, products sold, response rates) and flag underperforming accounts. Re-engage dormant sellers with targeted outreach and support. Platform Quality & Moderation Review seller listings to ensure products are uploaded to the correct category. Assess uploaded product images for quality standards - clarity, accuracy, and appropriateness. Coordinate with support staff on listing corrections and guide sellers on how to improve their listings. Flag and escalate suspicious listings, fraudulent activity, or policy violations. Support Staff Management Supervise and coordinate the day-to-day work of support staff. Assign tasks, set priorities, and ensure support queries are resolved within acceptable timeframes. Train support staff on platform policies, communication standards, and escalation procedures. Conduct regular check-ins and provide feedback to support staff. Complaint & Escalation Handling Handle escalated complaints from buyers and sellers that support staff cannot resolve. Mediate disputes between buyers and sellers fairly and in accordance with platform policy. Document recurring complaint types and recommend platform or policy improvements. Reporting & Feedback Provide regular reports on seller growth, listing quality, and support performance. Relay seller and buyer feedback to the product team to inform platform improvements. WHAT WE'RE LOOKING FOR Strong communication skills - able to engage confidently via phone, WhatsApp, and in person. Proven experience in operations, sales, account management, customer service, or a similar role. Highly organised with the ability to manage multiple tasks and people simultaneously. Comfortable working with online platforms, apps, and basic digital tools. A self-starter who can work with minimal supervision. Familiarity with Kampala's local market and business culture is a strong advantage. Prior experience managing a small team is a plus, but not required. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the '' section