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Director of Customer Operations

Plentify

Plentify

Customer Service, Operations
Posted on Tuesday, May 14, 2024

Location: Cape Town (preferred) or Johannesburg

Timing: Full-time role starting as soon as possible. Applications will be reviewed on a rolling basis.

About the role

At Plentify we believe that we will scale our impact by focusing on problems that matter to our customers and end users, and delighting them along the way. Core to realising this vision is how we (and our partners) show up for our customers and end users every day – while scaling Plentify technology into homes across South Africa, and supporting those that are already being smart with what they’ve got.

As the Director of Customer Operations, you will:

  • Manage: Oversee the end user journey from initial touchpoints like sign up or purchase, to ongoing support and service.
  • Execute: Use these touchpoints to operationalise and execute our Customer Experience strategy, working closely with our Product, Projects, Operations and Growth teams.
  • Build: Continue to build Plentify’s Customer Operations function for efficiency and scale, leveraging an optimal mix of people, systems and technology.

We think you’ll do well in this role if you:

  • Have a track record of delivering top notch customer experiences.
  • Have experience in managing national field operations, preferably deploying infrastructure into large developments or homes
  • Have experience managing customer support operations, preferably for a technology business.
  • Have experience in a rapidly scaling operation.
  • Have experience working with Product and Project teams.
  • Have strong project management skills to oversee and implement customer-facing initiatives.
  • Are excellent at defining, tracking and reacting to operational KPIs.
  • Have very high attention to detail, and are an analytical, structured and creative problem solver
  • Are an excellent communicator and people manager.
  • Possess knowledge of or have an interest in emerging technologies that can enhance customer service operations.
  • Are a systems thinker and a structured, analytical and creative problem solver, who can architect and then coordinate the building of the most efficient path to scale from A to B or to address operational painpoints, using an appropriate mix of people, systems and technology

We’ll think you’ll love this role if you:

  • Care deeply about delivering a world class customer experience.
  • Care about making a meaningful impact on South African homes and the broader electricity system.
  • Want to build a technology-forward operation, quickly enough to keep up with a rapidly scaling business.
  • Want to manage a growing team with a healthy mix of mentorship, structure, compassion, and urgency.
  • Want equity in the business you are helping to build.
  • Are attracted to a work environment which offers highly talented colleagues, competitive salaries, flexibility, unlimited paid vacation, and concrete support for mental wellness.

Required qualifications and experience

  • Bachelor’s degree in a commercial, technical or operational field
  • 10+ years of experience in an operational environment, demonstrably building the skills listed above.

How to apply

Email your cover letter and resume to careers@plentify.io being sure to highlight your interest in our mission and your relevant qualifications and experience.