Customer Experience (CX) Operations Manager

About the Role: 

We are seeking a dedicated customer experience guru to join our Commercial team as Customer Experience Operations Manager. As CX Operations Manager, you’ll drive a seamless, efficient customer journey, shaping loyalty and satisfaction while boosting retention and sales across Kenya and Zambia. You’ll lead call center teams, align customer experience with Apollo’s strategy, and streamline processes to respond swiftly to field insights. Through improved resource optimization and stronger communication across departments, you’ll play a key role in fueling Apollo’s sustainable growth and customer-centric mission. 

Key responsibilities:

• Process Optimization & Efficiency: Lead the continuous improvement of call center operations, streamlining processes to improve operational efficiency and customer experience. Identify bottlenecks, leverage data-driven insights, and implement tools and systems to optimize workflows.
• Resource Allocation & Workforce Planning: Analyze call volume data and trends to ensure optimal resource utilization, workload distribution, and team capacity planning. Develop strategies for workforce planning that align with the company’s business objectives while ensuring cost control and service excellence.
• Customer Insights & Feedback Integration: Generate actionable insights from customer interactions, identifying key pain points and trends. Collaborate with cross-functional teams to integrate these insights into product development, process improvements, and strategic decision-making.
• Cross-functional Collaboration & Stakeholder Engagement: Partner with teams across sales, growth, product, credit, and L&D to ensure a unified customer experience. Facilitate communication between the call center and other departments to drive alignment, knowledge sharing, and problem-solving.
• Technology & Process Innovation: Work closely with product and engineering teams to design, implement, and manage tools and technologies that enhance call center efficiency and improve customer engagement. Drive system improvements and contribute to the development of the technology roadmap.

You:

• 5+ years of total work experience, with at least 3 in customer experience management, telesales, or a related field. 
• Experience in the agri-tech or PayGo industry, particularly in a fast-paced environment, preferably within a start-up. 
• A proven track record of leading high-performing customer experience teams to meet strategic goals, drive satisfaction, and boost sales. Skilled at setting goals, motivating teams, and delivering results in high-pressure settings.
• Strong analytical skills for interpreting large data sets to identify trends and drive improvements in process, strategy, and resource optimization.
• Experience working with modern tools to streamline workflows, optimize call center operations, and enhance service delivery.
• Adept at working with Sales, Growth, Product, and Credit teams to ensure aligned, effective execution.
• Proactively resolves issues using data and team feedback, consistently optimizing operations and improving customer experience.
• Skilled in presenting data-driven insights to stakeholders, ensuring key trends and challenges inform business strategy.
• Remain calm under pressure and capable of pivoting strategies when needed to handle unexpected challenges or operational changes
• Strong in workforce planning, using data to align team capacity, manage call volumes, and optimize resources to meet goals.
• Experienced in creating clear, concise documentation and presentations that communicate complex information effectively for better alignment and decision-making.

We:

• Are a collaborative team of smart and ambitious people who are dedicated to serving our customers. 
• Make magic happen to solve hard problems and always come with solutions when challenges arise. 
• Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve. 
• Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree. 
• Offer a dynamic environment that fosters talent, collaboration and growth. 
• Take pride in our work and share the responsibility to see it through from conception to deployment. 
• Back up our talk with a competitive compensation and benefits package and challenging projects. 
• Value autonomy, honesty, transparency, and respect. 
• Are excited to hear from you!