Senior Operations Strategist

A transformative opportunity awaits a visionary Senior Client Operations Leader to spearhead the client success function for a groundbreaking SaaS product suite in Sub‑Saharan Africa. The market-leading property group is launching an innovative solution tailored for the SSA real estate market, redefining how property professionals manage operations and client relationships across the region. As the company expands its footprint from Johannesburg to Nairobi, Lagos to Cape Town, this role will be instrumental in building and leading the operations and client service team from the ground up. Job SummaryThis role offers a unique chance to shape the future of PropTech in SSA. The successful candidate will drive seamless onboarding, deliver exceptional client experiences, and scale operations for a product poised to disrupt the $50B+ property sector. If you thrive in high‑growth environments and are passionate about SaaS innovation in emerging markets, this is your chance to make a lasting impact. Key Responsibilities Department Build‑Out & Strategic Vision Establish the operations and client service framework optimized for SSA's diverse markets, covering onboarding, support, and engagement. Define KPIs, workflows, and scalable processes to support rapid expansion in key SSA hubs like South Africa, Kenya, Nigeria, and beyond. Recruit, onboard, and lead a world‑class team to deliver SSA‑specific excellence from day one. Onboarding & Activation Mastery Own the end‑to‑end client journey for our SaaS suite, from contract to full platform utilization, addressing SSA's unique challenges like multi‑lingual support and mobile‑first access. Craft localized onboarding playbooks, training resources, and touchpoints to accelerate time‑to‑value in a region ripe for digital disruption. Partner with sales to ensure 90%+ conversion from sale to active usage, driving adoption in SSA's burgeoning PropTech ecosystem. Technical Support & Delivery Excellence Lead technical support for our SaaS platforms, prioritizing quick resolutions for queries in SSA's varied connectivity environments. Implement robust ticketing systems and feedback loops to refine our product based on real‑time SSA client insights. Collaborate with product and engineering teams to prioritize features addressing regional needs, such as compliance with local data laws (e.g., POPIA in SA, NDPR in Nigeria). Operations Optimization & Growth Track platform metrics, usage patterns, and SSA‑specific feedback to iterate on processes and fuel product evolution. Scale operations to accommodate explosive growth as we penetrate new SSA markets, ensuring 99.9% uptime and client NPS scores above 80. Prepare for product launches and updates, positioning our company as the go‑to SaaS leader in African real estate. Team Leadership & Culture Building Inspire a high‑performance culture of innovation, accountability, and pan‑African collaboration. Mentor team members through performance management, goal‑setting, and professional development tailored to SSA's talent landscape. Drive cross‑functional synergy with sales, product, and marketing to create a unified go‑to‑market strategy for our SSA launch. Qualifications, Experience & Skills Bachelor's degree in Business, Operations, or a related field (preferred). 7+ years in operations or client service leadership, ideally in SaaS, PropTech, or Real Estate within emerging markets (SSA experience a major plus). Proven success building and scaling teams/processes for new product launches in high‑growth environments. Benefits Impact at Scale : Drive seamless onboarding, deliver exceptional client experiences, and scale operations for a product poised to disrupt the SSA real estate sector. Growth Potential : Unlock unlimited career growth in a company expanding across SSA, with equity options and leadership pathways. SSA‑Focused Perks : Remote‑friendly with hubs in Pretoria and Johannesburg; travel opportunities to SSA markets; competitive salary and bonuses. About Us We're a collaborative team passionate about leveraging tech for Africa's property boom. Join us and be part of something revolutionary #J-18808-Ljbffr