About this role
Job title: Operations Manager (QA and Customer Service)
Location: Victoria Island, Lagos, Nigeria
Employment Type: Full-time
Work Arrangement: On-site
Sector: Hospitality & Tourism
Experience Level: Senior (5-8 years)
Application Deadline: October 6, 2026
About the Company
This role is within the hospitality and food service industry, focusing on delivering premium client experiences.
The company emphasizes high standards in quality, customer service, and operational compliance.
Key aspects of the role involve overseeing daily operations, developing Standard Operating Procedures (SOPs), and conducting quality audits across various functions including production, storage, and dispatch. The organization values strong leadership, attention to detail, and the ability to manage multiple priorities effectively, particularly when dealing with high-net-worth individuals.
Job Description
We are seeking an experienced and dynamic Operations Manager to lead our team in Victoria Island, Lagos.
This pivotal role involves overseeing all aspects of daily operations, ensuring the consistent delivery of exceptional quality and service standards that define our premium client experience.
You will be instrumental in developing and enforcing Standard Operating Procedures (SOPs), implementing robust Quality Assurance and Quality Control (QA/QC) systems, and managing customer service across multiple channels, including digital and in-person interactions.
Your leadership will extend to staff development, administrative processes, and ensuring strict operational compliance, all while maintaining the highest levels of professionalism and confidentiality for our discerning clientele.
Required Skills
- Operations Management
- Quality Assurance (QA)
- Customer Service
- Staff Development
- SOP Implementation
- Food Safety
- Regulatory Compliance
- Team Management
- Problem-Solving
- Attention to Detail
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.
Qualifications
- 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.