OPERATIONS MANAGER

Service Systems South Africa is seeking a highly organised and strategic Operations Manager to oversee the day-to-day operations of our business and key customer relationships.

We are a consumer service management & rating platform that offers wireless IoT technology solutions for Customer Service Feedback & surveys, as well as Retail and Ticket-Based Queue Management Systems. We offer real-time data on customer service & satisfaction levels, staff performance, and general operational & analytical feedback.

Our cloud-based big data and retail analytics solutions give management the ongoing ability to benchmark staff and overall service performance, as well as implementing real-time in-store market research.

The successful candidate will focus on optimising operational processes, leading diverse teams, ensuring compliance with Service Level Agreements (SLAs), and driving operational efficiency to support our business objectives.

We are looking for a strong leader who has excellent people-management skills, and is passionate about delivering exceptional operational performance.

Job Duties Include:

Daily Operations

• Oversee daily operations across our retail networks, ensuring seamless process execution and adherence to company standards.

Team Leadership & Mentorship

• Manage, lead and mentor a diverse team of first-line support agents, technicians, coordinators and contractors.
• Drive accountability, performance and high service quality standards across the team.

SLA Compliance

• Monitor and ensure strict compliance with SLAs for various clients and systems.
• Ensure technical and operational issues are resolved within agreed turnaround times.

Process Improvement

• Identify and implement improvements to enhance operational efficiency, reduce system downtime and improve customer satisfaction and team performance.

Project Coordination

• Coordinate with internal departments, including Project, Technical and Development teams, to effectively plan and execute installations and rollouts as required.

Reporting & Analysis

• Review and analyse operational reports, including monthly performance metrics, ticket resolutions and contractor updates.
• Present relevant operational insights and recommendations during management meetings.

Documentation & Auditing

• Ensure accurate documentation and auditing of operational activities, including ticket resolutions, stock swaps and contractor site visits.

Contractor Management

• Manage relationships with external contractors to ensure effective communication, timely service delivery and compliance with company policies.

Personal & Leadership Requirements

• Strong people-management and leadership skills.
• Strong problem-solving and analytical skills.
• A leader who is capable of taking control and providing direction when needed
• A strategic thinker with the ability to balance operational priorities and long-term objectives.
• Highly organised and able to manage multiple priorities simultaneously.
• Excellent communication and conflict-resolution skills.
• Able to work effectively under pressure and meet tight turnaround times.
• Results-driven, solutions-focused and committed to delivering a high standard of service.

Experience

• Minimum 5 years of proven experience in Operations Management, Technical Support Management or a similar leadership role.
• Experience within the retail or IT sector will be advantageous.
• Proven experience managing and developing diverse teams.

Location: Montague Gardens, Cape Town

Closing Date: 23 August 2026

If you are an experienced operational leader looking for your next challenge and believe you have what it takes to make an impact, we'd love to hear from you.

Pay: R30 000,00 - R35 000,00 per month

Ability to commute/relocate:

• Montague Gardens, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Operations Management: 5 years (Required)
• Retail or IT Sector: 2 years (Required)
• People management: 2 years (Required)

License/Certification:

• Driver's License and reliable transport (Required)

Work Location: In person