Job Summary
Safaricom Ethiopia is seeking a Chief Customer Operations Officer to interpret the company''s customer operations strategy into consistent, high-quality execution across all assisted, physical, and operational service channels. The role provides executive leadership for call center operations, retail customer experience, M-PESA customer operations, back-office fulfilment, and enterprise business customer management. Furthermore, the role holder will establish an integrated operating model and drive customer operations transformation through data, technology, automation, and process excellence.
Key Responsibilities
Own the strategy and performance of voice, digital, social, and specialist call-center operations, including outsourced partners and workforce planning.
Set and govern the service experience across shops and retail touchpoints while strengthening frontline capability and digital tool adoption.
Lead M-PESA customer service, case handling, transaction support, complaints, reversals, and operational escalations in partnership with cross-functional teams.
Direct back-office operations including customer fulfilment, order and case management, billing support, and reconciliation.
Provide dedicated operational leadership for Enterprise Business customers, covering onboarding support, service assurance, and incident coordination.
Drive digital care and automation by scaling self-service initiatives, AI tool usage, workflow automation, and predictive analytics.
Qualifications
Education
Bachelor’s degree in business, Business Management, engineering, technology, customer experience, or a related discipline; a relevant postgraduate qualification is preferred.
Experience
Minimum of 12 years of progressive experience in customer operations or service delivery, including at least 5 years in a senior leadership role with substantial scale and complexity.
Required Skills
Technical & Professional Competencies:
Strong command of customer operations platforms (CRM, omnichannel service, workforce management, quality assurance, automation), risk and compliance management, vendor management, and commercial acumen.
Core Skill Tags:
Collaboration, customer obsession, operational excellence, change leadership, and executive communication.
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