Head Of Operations At Strivo Labs
full-time
Job Summary
We are seeking an experienced and execution-driven Head of Operations to lead and oversee the company's end-to-end operational activities, ensuring efficient service delivery, operational excellence, and business scalability.
The ideal candidate will be responsible for translating business strategy into operational execution across fleet management, fuel card services, payment infrastructure, telematics, IoT solutions, supply chain operations, and strategic partner management.
This role will work closely with Engineering, Product, Finance, Customer Experience, Sales, Technology, and Compliance teams to ensure seamless operations while driving continuous process improvement.
This is a leadership role for someone who combines strong strategic thinking with hands-on operational experience.
The ideal candidate must have personally worked in the field with telematics and IoT device installations, maintenance, troubleshooting, and deployments before moving into management.
We are looking for someone who understands the realities of field operations because they have been directly involved in executing them.
Key Responsibilities
Operational Leadership:
Provide strategic leadership for the Operations department.
Directly supervise Operations Officers, Field Engineers, Installation Teams, and other operational personnel.
Lead nationwide deployment, installation, maintenance, and operational support activities.
Build, develop, and scale a high-performing operations team capable of supporting business growth.
Foster a culture of operational excellence, accountability, safety, and continuous improvement.
Establish operational goals and monitor departmental performance against agreed KPIs.
Promote a strong Quality Assurance culture across all operational activities.
Operational Strategy & Process Excellence:
Develop and implement operational strategies aligned with the company's business objectives.
Design, review, standardize, and continuously improve Standard Operating Procedures (SOPs).
Optimize operational workflows across deployments, maintenance, incident management, and service delivery.
Lead automation and operational efficiency initiatives.
Identify operational bottlenecks and implement sustainable corrective actions.
Deployment & Infrastructure Management:
Oversee end-to-end deployment of hardware and technology solutions at customer locations.
Ensure successful implementation of fleet management devices, telematics equipment, IoT devices, sensors, and related infrastructure.
Coordinate site assessments, installation scheduling, commissioning, and post-installation support.
Ensure every deployment delivers the promised visibility, control, and operational intelligence to customers.
Drive first-time-right installation standards across all deployment projects.
Product Operations & Service Delivery:
Ensure operational excellence across:
Fuel Card Services
Fleet Management Solutions
Payment Infrastructure
Telematics & IoT Solutions
Energy Intelligence Solutions
Ensure centralized business wallet operations and bulk funding mechanisms operate efficiently.
Coordinate with Engineering and Product teams to ensure accurate, real-time operational data flows into customer dashboards.
Monitor platform performance, uptime, and service reliability.
Lead resolution of systemic operational issues impacting service delivery.
Supply Chain, Inventory & Partner Management:
Manage procurement, warehousing, inventory, and deployment of telematics, IoT hardware, and operational equipment.
Maintain optimal inventory levels to eliminate stock-outs for critical projects.
Establish inventory governance and asset accountability.
Develop and manage strategic relationships with:
Fuel Station Networks
Diesel Suppliers
Telecommunications Providers
Payment Processors
Logistics Partners
Equipment Vendors
Other operational partners
Ensure vendor performance meets agreed Service Level Agreements (SLAs).
Customer Experience & Service Excellence:
Ensure exceptional operational service delivery throughout the customer lifecycle.
Improve deployment speed and operational responsiveness.
Monitor customer satisfaction metrics and service quality.
Reduce repeat operational incidents through preventive maintenance and root-cause analysis.
Partner with Customer Experience teams to improve overall customer outcomes.
Compliance, Governance & Risk Management:
Ensure compliance with all applicable regulatory requirements, company policies, and operational standards.
Implement internal controls to reduce operational, financial, and technology risks.
Develop systems that minimize fraud, wastage, asset loss, and operational leakage.
Maintain audit readiness across operational processes.
Drive compliance with ISO standards and other applicable quality management frameworks.
Financial & Performance Management:
Prepare and manage departmental budgets.
Optimize operational expenditure without compromising service quality.
Improve operational efficiency and profitability.
Track operational performance using dashboards and data analytics.
Present periodic operational reports to Executive Management.
Cross-Functional Leadership:
Work closely with Engineering to resolve systemic technical issues.
Support Finance with reconciliation, reporting, and operational compliance.
Collaborate with Product, Sales, Customer Experience, and Technology teams to improve service delivery.
Lead operational readiness for new product launches and business initiatives.
Key Performance Indicators (KPIs)
Operational Excellence:
100% implementation and staff adoption of Standard Operating Procedures (SOPs) across all operational product lines.
Reduction in Mean Time to Resolve (MTTR) field-level incidents.
Minimum 98% SLA compliance for operational response and resolution.
Service uptime meeting agreed business targets.
Improvement in operational turnaround times.
Increase in deployment efficiency and productivity.
Reduction in operational process bottlenecks.
Quality, Compliance & Risk:
100% compliance with ISO and internal operational standards.
Zero major audit non-conformities.
First-Time-Right Installation Rate exceeding agreed targets.
Greater than 99% inventory and asset accuracy.
Zero critical operational compliance breaches.
Reduction in operational risk exposure.
Reduction in fraud, wastage, and operational leakage.
Customer Experience:
Reduced deployment cycle from contract execution to customer go-live.
Improved First-Time Fix Rate.
Improved Customer Satisfaction (CSAT) scores.
Increased client retention and subscription renewals.
Reduction in customer complaints relating to deployments and operational support.
Financial Performance:
Reduction in operational cost per transaction.
Optimization of deployment and maintenance costs.
Measurable reduction in internal operational waste.
Documented reduction in client operational losses and leakages.
Improved operational contribution to overall business profitability.
Requirements
Education:
Bachelor's Degree (B.Sc./HND) in Engineering, Operations Management, Business Administration, Supply Chain Management, Information Technology, or a related discipline.
MBA or Master's degree is an added advantage.
Relevant professional certifications such as PMP, PRINCE2, Lean Six Sigma, ISO Lead Auditor, CILT, or equivalent are an added advantage.
Experience:
8 - 10 years of progressive operational management experience.
At least 5 years in a senior management role.
Demonstrated experience managing technology-enabled operations, field service operations, logistics, fleet management, telematics, IoT solutions, or energy-related operations.
Must have hands-on experience installing, maintaining, troubleshooting, and supporting telematics and IoT devices before transitioning into management. Candidates should have practical field experience and understand installation challenges firsthand.
Proven experience leading cross-functional teams and managing large-scale operational deployments.
Core Competencies
Technical Competencies:
Operations Management
Strategic Planning
Field Operations
Telematics & IoT Operations
Process Improvement
Supply Chain Management
Asset & Inventory Management
Service Delivery
Project Management
Budget Management
Risk & Compliance
Data Analytics
ERP & Business Systems.