Operations Manager

Job title: Operations Manager

The Operations Manager will lead the operational engine for SHARRP's delivery service in Lagos, responsible for building, running and continuously improving the delivery network and ensuring orders are delivered reliably, quickly and cost-effectively.

Responsibilities

• Build and manage the initial rider network across Lagos.
• Recruit, onboard, train and performance-manage riders and field operators.
• Design and manage delivery zones based on demand, rider availability, traffic and operational efficiency.
• Establish zone-level operating structures, including zone captains and performance expectations.
• Own dispatch execution and ensure orders are assigned, picked up and delivered within defined SLAs.
• Monitor real-time operations during peak periods and intervene immediately when performance drops.
• Establish rider KPIs covering acceptance rate, pickup time, delivery time, completion rate, customer ratings and incident frequency.
• Identify recurring operational failures and implement permanent solutions rather than repeatedly firefighting them.
• Manage rider escalations, delivery incidents, customer complaints and operational disputes.
• Build daily, weekly and monthly operational reporting.
• Analyse operational data to identify trends, bottlenecks and opportunities for improvement.
• Work closely with Product and Engineering to identify technology gaps affecting operations.
• Develop SOPs and operational playbooks as SHARRP scales.
• Own operational readiness for new zones and future city expansion.
• Report directly to the CEO on operational performance, risks and growth opportunities.

Requirements

• 5+ years of experience in logistics, last-mile delivery, mobility, field operations or another high-volume operational environment.
• Proven experience managing large distributed field teams, ideally 50+ people.
• Experience operating in a business where speed, reliability and customer experience directly affect revenue.
• Demonstrated experience building or improving operational processes from scratch.
• Strong understanding of Lagos geography, traffic patterns and last-mile logistics.
• Strong numerical and analytical ability; comfortable looking at operational data and deciding what needs to change.
• Strong people-management skills and the ability to hold field teams accountable.
• Excellent crisis-management and problem-solving ability.
• Ability to make sound decisions quickly without waiting for perfect information.
• Strong communication skills across riders, merchants, customers, internal teams and senior leadership.
• Comfortable working outside a traditional 9–5 structure when operational demands require it.

You will Stand out if you have:

• Experience scaling a delivery, logistics, mobility, e-commerce or marketplace operation.
• Experience designing rider incentive or performance systems.
• Experience working with dispatch technology or route optimisation.
• Experience launching operations in a new city or territory.
• A track record of improving delivery time, fulfilment rate, utilisation or cost per order.

What we are looking out for:

• OWNERSHIP: You identify problems, take responsibility and drive them to resolution.
• SPEED: You move quickly without becoming careless and avoid unnecessary bureaucracy.
• PROBLEM-SOLVING: You are comfortable dealing with problems that have no existing playbook.
• DATA-DRIVEN THINKING: You use numbers, evidence and customer behaviour to make decisions.
• HIGH STANDARDS: You care about quality and don't consider "good enough" the default.
• RESOURCEFULNESS: You can accomplish a lot with limited resources.
• COMMUNICATION: You communicate clearly, directly and early, especially when something is going wrong.
• CUSTOMER OBSESSION: You understand that every operational decision ultimately affects the customer experience.
• COMMERCIAL AWARENESS: You understand how your work connects to revenue, cost, retention and company growth.
• BUILDER MINDSET: You are excited by the opportunity to build systems, teams and processes from scratch.