Overview

Application

We are looking for a Head of Operations to provide strategic and operational leadership that delivers exceptional customer experiences, drives business growth, and builds a high-performing operations function across Uganda.

This isn't a role for someone who manages the status quo. It's for someone who rewrites it. You'll own the entire operational engine—Customer Care, Telesales, Retail, and Logistics—making decisions that directly impact millions of Ugandan customers. You'll partner with the General Manager to define how operations runs, what excellence looks like, and how fast we scale. The scope is real. The autonomy is real. The impact is undeniable.

About Us

M-KOPA has served over 6 million customers across Africa, unlocking $1.5 billion in cumulative credit for people who previously had no access. Recognized by the Financial Times as one of Africa's Fastest Growing Companies four years running (2022–2025) and by TIME100 Most Influential Companies (2023 & 2024), we're not slowing down. Uganda is a critical growth market — and this role sits right at the center of that growth story.

At M-KOPA, our Head of Operations isn't just a function leader—they're the operational architect who builds the systems, teams, and culture that enable millions of underbanked Ugandans to access life-changing products.

In this role, you would be responsible for:

Operational Strategy & Leadership

• Defining and executing operational strategies that enhance efficiency, productivity, and profitability across all functions
• Partnering with global leadership to shape and localize operational frameworks and policies
• Continuously identifying and driving process improvement opportunities before they become urgent problems
• Leading change management initiatives and championing a continuous improvement culture that sticks

Operational Delivery & Performance

Customer Care & Collections

• Providing strategic oversight for Customer Care and Collections, ensuring high service standards across call center and BPO functions
• Developing tactical plans for customer engagement, retention, and issue resolution that actually get executed

Telesales Operations

• Leading the Telesales function, driving strategies that improve customer lifetime value and satisfaction
• Optimizing telesales processes and performance to maximize conversion and customer acquisition

Retail & Logistics Operations

• Overseeing retail operations, ensuring alignment with brand standards and commercial objectives across all stores
• Leading warehouse and logistics operations, ensuring efficient inventory management, order fulfillment, and timely distribution
• Strengthening supplier and vendor relationships, negotiating value-driven contracts, and implementing industry best practices for supply chain efficiency

Team Leadership & Financial Management

• Leading, mentoring, and inspiring managers and teams across all operations functions—building leaders, not just followers
• Owning operational budgets, forecasts, and cost-control initiatives with full accountability for outcomes
• Monitoring financial and operational performance, addressing variances proactively before they escalate
• Delivering regular performance reports and insights to senior leadership that enable smart, fast decisions
• Building organizational capabilities that align with both current and future business needs

This is a senior leadership role (Job Band B2 - HoD) based in Uganda. If successful, you would be reporting directly to the General Manager.

Your application should demonstrate:

Qualifications & Experience

• Bachelor's degree in Business, Operations, Supply Chain, or related field (Master's preferred)
• 8–10 years of progressive operations experience with at least 5 years in senior management roles
• Proven success leading retail and logistics, customer care, and/or telesales operations in high-growth, customer-centric environments
• Strong financial acumen with experience in budget management and cost optimization
• Demonstrated success leading multi-departmental teams and driving operational transformation at scale
• Experience with ERP systems, inventory platforms, and CRM tools

Key Competencies

• Strategic execution and operational excellence: You don't just plan—you deliver
• Customer-centric leadership: You make decisions through the lens of the customer, always
• Financial and analytical rigor: Numbers tell a story; you know how to read and act on it
• Cross-functional leadership: You align diverse teams without needing direct authority over all of them
• Change management: You've transformed operations before and have the scars—and wins—to prove it
• Stakeholder engagement: You influence upward, downward, and sideways with equal effectiveness

What Sets You Apart

• You're energized by complexity, not slowed down by it
• You build systems that outlast your direct involvement
• You develop managers who don't need micromanaging
• You see operational risks before they become operational crises
• You're as comfortable in the field as you are in the boardroom
• You understand that in a market like Uganda, context is everything—and you adapt intelligently

If the above is of interest to you, please apply.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

• Defining and executing operational strategies that enhance efficiency, productivity, and profitability across all functions
• Partnering with global leadership to shape and localize operational frameworks and policies
• Continuously identifying and driving process improvement opportunities before they become urgent problems
• Leading change management initiatives and championing a continuous improvement culture that sticks
• Providing strategic oversight for Customer Care and Collections, ensuring high service standards across call center and BPO functions
• Developing tactical plans for customer engagement, retention, and issue resolution that actually get executed
• Leading the Telesales function, driving strategies that improve customer lifetime value and satisfaction
• Optimizing telesales processes and performance to maximize conversion and customer acquisition
• Overseeing retail operations, ensuring alignment with brand standards and commercial objectives across all stores
• Leading warehouse and logistics operations, ensuring efficient inventory management, order fulfillment, and timely distribution
• Strengthening supplier and vendor relationships, negotiating value-driven contracts, and implementing industry best practices for supply chain efficiency
• Leading, mentoring, and inspiring managers and teams across all operations functions—building leaders, not just followers
• Owning operational budgets, forecasts, and cost-control initiatives with full accountability for outcomes
• Monitoring financial and operational performance, addressing variances proactively before they escalate
• Delivering regular performance reports and insights to senior leadership that enable smart, fast decisions
• Building organizational capabilities that align with both current and future business needs

• Strategic execution
• Operational excellence
• Customer-centric leadership
• Financial and analytical rigor
• Cross-functional leadership
• Change management
• Stakeholder engagement
• ERP systems
• Inventory platforms
• CRM tools

• Bachelor's degree in Business, Operations, Supply Chain, or related field (Master's preferred)
• 8–10 years of progressive operations experience
• At least 5 years in senior management roles
• Proven success leading retail and logistics, customer care, and/or telesales operations in high-growth, customer-centric environments
• Strong financial acumen with experience in budget management and cost optimization
• Demonstrated success leading multi-departmental teams and driving operational transformation at scale
• Experience with ERP systems, inventory platforms, and CRM tools