Head of Operations & Project Management, Anglophone Africa

About the role

RightCom, founded in April 2013, is Africa's leading Customer Experience (CX) management company, offering cloud-based CX software, consulting and outsourcing solutions. It is recruiting a Head of Operations and Project Management for Anglophone Africa to lead regional operations and oversee the planning, coordination and delivery of customer projects and strategic initiatives. The role sits in South Africa but covers the whole region, and reports to regional or group leadership.

Key responsibilities

• Lead and coordinate operational activities across Anglophone Africa, develop and improve operational processes, SOPs and controls, and give management visibility of priorities, performance, risks and dependencies.
• Lead project management and governance for customer implementations and strategic initiatives, turning contracts, SOWs and approved scopes into detailed plans, milestones and deliverables.
• Run project kick-offs, maintain schedules, action trackers, RAID logs and status reports, and monitor scope, timelines, budgets, dependencies and quality.
• Proactively resolve project risks and delays, manage change requests, and drive project closure, customer acceptance and transition to support or Customer Success.
• Coordinate Sales, Pre-Sales, Customer Success, Service Delivery, Product, Engineering and Finance teams, and ensure structured handover of signed projects into implementation.
• Act as a key operational point of contact for customers, lead project governance meetings and manage stakeholder expectations.
• Coordinate partners, vendors and third-party resources, monitor their performance against SLAs, forecast resource needs and track operational costs.
• Set standardized project governance, maintain dashboards, run portfolio reviews and keep accurate project documentation.

Required profile

• Bachelor's degree in Business Administration, Operations Management, Project Management, Engineering, Information Technology or a related field.
• 7+ years of experience in operations, project or program management, technology implementation or service delivery, with demonstrated leadership.
• Proven experience managing complex enterprise technology, SaaS or digital transformation projects.
• Experience coordinating multiple projects, teams and stakeholders; experience across multiple African markets is highly desirable.
• PMP, PRINCE2, Agile/Scrum or equivalent certification is an advantage.

Required skills

• Project and program management, operations management and process improvement.
• Project planning, scheduling and resource coordination, risk, issue and change management.
• Budget and cost management, vendor and partner management, operational reporting.
• Enterprise technology implementation and project governance and documentation.

What we offer

• Leadership of operations and strategic projects across Anglophone Africa.
• Exposure to leading CX technology and digital transformation projects.
• Continuous learning and career development in a collaborative, growth-oriented environment.
• Competitive compensation and performance-based incentives.