About this job

Founded in April 2013, RightCom is Africa’s leading Customer Experience (CX) Management company, providing cloud-based CX software, consulting and outsourcing solutions that help organizations deliver exceptional customer experiences across the continent.

As part of our continued growth across Anglophone Africa, RightCom is recruiting a Head of Operations and Project Management  for Anglophone Africa to lead regional operations and oversee the successful planning, coordination and delivery of customer projects and strategic initiatives across the region.

The role combines operational leadership and project management, ensuring that RightCom’s commercial commitments are translated into well-executed projects delivered within agreed scope, timelines, budgets and quality standards. The successful candidate will coordinate internal teams, customers, partners and vendors while establishing the operational processes and governance required to support RightCom’s continued regional growth.

Working closely with Sales & Marketing, Customer Success, Service Delivery, Product, Engineering, Finance and other relevant teams, the Head of Operations and Project Management will provide end-to-end visibility across regional projects, proactively manage risks and dependencies, and ensure consistent operational excellence across Anglophone Africa.

This role is ideal for an execution-driven leader who thrives in a fast-paced technology environment and can bring structure, accountability and cross-functional coordination to complex enterprise projects.

Responsibilities

Regional Operations Management

• Lead and coordinate operational activities across Anglophone Africa.
• Develop, implement and continuously improve operational processes, controls and Standard Operating Procedures (SOPs).
• Drive operational efficiency, accountability and consistency across regional activities.
• Identify operational bottlenecks and coordinate corrective actions with relevant teams.
• Provide management with clear visibility of operational priorities, performance, risks and dependencies.

Regional Project Management

• Lead project management and governance for customer implementations and strategic initiatives across Anglophone Africa.
• Translate signed contracts, Statements of Work (SOWs) and approved scopes into detailed project plans, milestones, deliverables and responsibilities.
• Lead project kick-offs and coordinate execution across internal teams, customers, partners and vendors.
• Maintain project schedules, action trackers, RAID logs and status reports.
• Monitor project scope, timelines, budgets, dependencies and quality throughout the project lifecycle.
• Proactively identify project risks and delays and drive timely resolution and escalation.
• Coordinate project change requests and ensure changes to agreed scope are properly documented and approved.
• Drive project closure, customer acceptance, documentation and transition into ongoing support or Customer Success.

Cross-Functional Delivery Coordination

• Coordinate Sales, Pre-Sales, Customer Success, Service Delivery, Product, Engineering, Finance and other teams required for successful project execution.
• Ensure structured handover of signed projects from commercial teams into implementation.
• Coordinate dependencies including software configuration, integrations, hardware, logistics, installation, training, testing and go-live.
• Establish clear ownership and accountability for project deliverables.
• Facilitate regular internal project reviews to ensure alignment and timely execution.

Customer & Stakeholder Management

• Serve as a key operational point of contact for customers during project implementation.
• Lead project governance and progress meetings with customers and relevant stakeholders.
• Communicate project progress, milestones, risks, dependencies and required decisions.
• Manage stakeholder expectations regarding project scope, timelines and deliverables.
• Coordinate resolution and escalation of critical project issues.

Partner, Vendor & Resource Coordination

• Coordinate internal and external resources required for successful project delivery.
• Work with partners, vendors and service providers to ensure operational and project commitments are met.
• Monitor partner and vendor performance against agreed deliverables and SLAs.
• Coordinate logistics and other third-party dependencies in collaboration with Inventory and Logistics Management teams as required for project execution.
• Forecast resource requirements based on confirmed projects and upcoming delivery needs.

Operational Governance & Reporting

• Establish standardized project management and operational governance across Anglophone Africa.
• Develop and maintain dashboards for tracking project and operational performance.
• Conduct regular project portfolio reviews and provide management updates.
• Track operational costs and identify opportunities to improve efficiency and resource utilization.
• Maintain accurate project documentation and ensure lessons learned are incorporated into future projects.

Qualifications

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

Core Competencies

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Technical Competencies

• Project & Program Management
• Operations Management & Process Improvement
• Project Planning, Scheduling & Resource Coordination
• Risk, Issue & Change Management
• Budget & Cost Management
• Vendor & Partner Management
• Operational Reporting & Performance Analysis
• Enterprise Technology Implementation
• Project Governance & Documentation
• Cross-Functional Delivery Management

Behavioural Competencies

• Strong leadership and ownership mindset
• Excellent communication and stakeholder management
• Planning, organization and attention to detail
• Strong analytical thinking and problem-solving
• Ability to manage multiple priorities effectively
• Collaborative and cross-functional leadership
• Customer-focused and results-oriented
• High performance mindset
• Integrity, accountability and execution discipline

What we offer

• Opportunity to lead operations and strategic projects across Anglophone Africa.
• Exposure to Africa’s leading CX technology and digital transformation projects.
• Opportunity to work with leading enterprise organizations across multiple African markets.
• Continuous learning and career development through cross-functional collaboration.
• Collaborative, innovative and growth-oriented work environment.
• Competitive compensation and performance-based incentives.

Reporting To: Regional/Group Leadership
Work Location: South Africa (with responsibility across Anglophone Africa)

If you’re passionate about operational excellence, leading complex projects and turning strategy into successful execution, this is the opportunity for you. Join RightCom and help shape the future of customer experience across Africa.