Swap Station Assistant Manager

Job title: Swap Station Assistant Manager

Do you want to do work that matters, with great conditions, and opportunities to advance your career? Do you want to help improve the lives of some of the most hardworking people in Africa while also reducing carbon emissions? Ampersand is your answer.

About Ampersand

Ampersand is Africa’s emobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. These motorcycles are a primary means of public transport in African cities, and it is estimated that drivers spend >$6Bn p.a. on gasoline in East Africa alone, which produces harmful carbon emissions. Ampersand has developed an electric solution that is more cost-effective, powerful, and fun to drive than the incumbents. Ampersand drivers routinely earn over 45% more income by going electric.

The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya, in 2022. Today it has over 4,000 e-motorcycles on the road and 50 battery swap stations across the two countries. Ampersand is leading the market in quality and affordable EV tech, customer satisfaction, and operational systems. The Ampersand team consists of 500+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.

Ampersand is a company that values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and hardest-working individuals in East Africa.

Our Values

• Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
• Challenge the Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences.
• Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
• Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
• Driven By People And Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact

Role Overview

The Swap Station Assistant Manager plays a critical role in ensuring smooth, safe, and efficient operation of Ampersand’s battery swap network and supporting digital platforms, including AmperSwap and AmperOps.

In this role, you will optimize the customer experience by driving operational excellence, improving processes, leveraging real-time data insights, and ensuring effective staffing. You will collaborate closely with software, battery monitoring, engineering, and customer support teams to translate field realities into system and process improvements.

This is a highly dynamic, hybrid role that combines:

• Day-to-day operational leadership at station level
• Product operations support for digital tools and battery systems
• Data-driven performance monitoring and reporting
• Cross-functional coordination and people management

Key Responsibilities

• 1. Operational Efficiency & Staff Management

• Objective: Ensure optimal station functionality, staffing coverage, and team performance.

• Develop, publish, and manage weekly shift schedules to guarantee full station coverage, including contingency planning for absences (sick leave, emergencies, holidays) with minimal disruption.

• Track and record all leave requests accurately in the master tracking sheet and the designated HR system.

• Conduct regular performance evaluations and provide structured, constructive feedback to station staff.

• Recommend staffing adjustments based on demand patterns and performance data.

• Ensure daily station reports from attendants and leads are submitted, reviewed, and used to drive follow-up actions.

• 2. Software & Battery Systems Performance Support

• Objective: Improve digital system reliability and battery performance through field insight, data analysis, and cross-functional collaboration.

• Participate actively in station operations to understand real user experience, with particular focus during app, system, or technical disruptions.

• Monitor daily user feedback on AmperSwap to identify recurring pain points, system gaps, and operational inefficiencies, and escalate issues appropriately.

• Collect, document, and categorize battery performance issues reported by attendants and field teams.

• Track and analyze bad swaps, runouts, and state-of-charge (SOC) inconsistencies; conduct root cause analysis and propose corrective actions.

• Ensure accurate, consistent, and complete data capture at stations to support reliable reporting and decision-making.

• Collaborate with Software and Battery Monitoring teams to translate field insights into feature updates, system optimizations, and battery lifecycle improvements.

• Test new features and processes in the field prior to wider rollout and provide structured feedback and validation reports.

• Prepare and share weekly performance reports and KPIs, highlighting trends, risks, and recommended interventions.

• 3. Training, Communication, Documentation & Team

• Objective: Build a well-informed, highly capable, and collaborative station team.

• Organize and/or facilitate training sessions for new tools, features, operational updates, and process improvements.

• Proactively learn new features and updates across AmperSwap, AmperOps, and related tools, and ensure timely knowledge transfer to all relevant team members.

• Support the rollout of new processes and tools by ensuring clear documentation, SOPs, and structured internal communication.

• Lead regular team and lead meetings to align on priorities, share performance updates, gather feedback, and resolve operational challenges.

• Collect and analyze team feedback to identify recurring issues and bottlenecks, and ensure timely resolution or escalation.

• Promote a culture of accountability, proactive problem-solving, and continuous improvement within station teams.

• 4. Performance Monitoring, Reporting & Process Improvement

• Objective: Use data-driven insights to continuously improve station performance and service delivery.

• Review and analyze daily station status and performance reports to identify trends, risks, and opportunities.

• Maintain and update key performance indicators (KPIs), ensuring data accuracy, consistency, and visibility to relevant stakeholders.

• Translate performance data into clear, actionable recommendations to improve processes, efficiency, and customer experience.

• Support demand forecasting and capacity planning using station-level performance and utilization data.

• 5. Recruitment, Well-being & Employee Support

• Objective: Build and retain a high-performing team while safeguarding employee well-being.

• Participate in the recruitment, selection, and onboarding of new station staff.

• Ensure comprehensive training and close early-stage performance follow-up for new hires.

• Monitor staff welfare and respond promptly to health, safety, and well-being concerns.

• Ensure timely processing and disbursement of staff allowances and other payments in collaboration with Finance and HR.

• Ensure all staff have the tools, uniforms, PPE, and operational supplies required to perform their duties safely and effectively.

• 6. Station Maintenance, Safety & Cleanliness

• Objective: Maintain stations that are clean, safe, reliable, and aligned with Ampersand’s operational standards.

• Conduct regular inspections to ensure station cleanliness and availability of cleaning materials.

• Enforce strict adherence to health and safety protocols, including correct and consistent use of PPE.

• Monitor the condition and availability of swap equipment, infrastructure, and critical supplies, and coordinate timely maintenance or replacement.

• Identify and implement improvements to battery swap processes to enhance safety, throughput, and service quality.

• Ensure operations are not interrupted due to preventable oversights (e.g., stockouts, neglected maintenance, and missing equipment).

• Performance Expectations

Success in this role will be demonstrated by:

• Minimal or zero operational disruptions attributable to planning or oversight failures
• Timely, accurate, and complete reporting of KPIs and operational data.
• Data-backed recommendations that lead to measurable operational improvements.
• Proactive leadership in learning, adopting, and cascading new systems and process updates.
• High levels of team engagement, consistent performance, and low avoidable turnover.
• Effective collaboration and communication with Software, Battery Monitoring, Engineering, Finance, HR, and Customer Support teams.

Requirements

• Education & Experience

• Bachelor’s degree in a technical or business-related discipline.

• Minimum of 3 years’ experience in a people management or operations leadership role.

• Experience as a swap station attendant or in a similar frontline operations role is a strong advantage.

• Skills & Competencies

• Proven leadership and team management skills, including coaching and performance management.

• Strong analytical skills, with demonstrated ability to interpret data and generate actionable insights.

• Solid reporting skills (e.g., Excel/Sheets, dashboards, KPI tracking).

• Excellent communication and stakeholder management skills, both written and verbal.

• High level of ownership, proactivity, and problem-solving ability in fast-paced environments.

• Strong attention to detail, particularly in planning, scheduling, and data accuracy.

• Familiarity with operational or field service software tools; experience with AmperSwap and AmperOps is an advantage.

• Timing

• ASAP

Compensation

A competitive compensation package commensurate with local market rates and experience including health insurance.

Job location

This role will be based in Kigali, Rwanda.

Interested?

Women and minority groups are strongly encouraged to apply.