Operations Manager

**About RedCloud**

We are revolutionizing B2B commerce by delivering scalable, innovative solutions that empower businesses to grow and thrive in a competitive landscape. Our AI powered platform streamlines logistics, payments, and supply chain operations, making it easier for companies to connect, transact, and succeed. With a diverse and dynamic team, we’re committed to driving impact, fostering collaboration, and shaping the future of global trade.

The company comprises a highly diverse, dynamic team of driven talented people with a physical footprint in Africa, Europe, and Latin America.

**Role Summary**:
The Operations Manager is at the heart of ensuring platform efficiency, stability, and an excellent customer experience. This role spans across client onboarding, operational configurations, risk management, special project leadership, and acting as a bridge between technology and frontline teams. It demands a strategic lens to anticipate the growing operational needs of the business and implement automation, while also serving as the first point of escalation for platform-related issues.

The Operations Manager plays a dual role as both a strategist and an operational executor, ensuring seamless day
- to-day operations and alignment with long-term business objectives.

**Key Responsibilities**:
**1.** **Seller Onboarding & Support**
- Manage the end-to-end onboarding process for Sellers, including KYC/KYB verification, product listings, price updates, and order management.
- Collaborate with Sales and Growth teams to collect all necessary information for a smooth onboarding experience.
- Ensure new Sellers are educated on platform usage, tools, and benefits.

**2.** **Operational Configurations**
- Configure platform settings to support business needs, including promotional setups, pricing rules, logistics charges, and wallet-based financial operations.
- Regularly audit configurations to ensure accuracy, efficiency, and alignment with business strategies.

**3.** **Technical Liaison & Feature Rollouts**
- Act as the primary link between Tech teams, frontline teams, and customers to ensure understanding and smooth rollout of new features.
- Lead testing of new features to validate local market acceptance and identify areas for improvement.
- Provide hands-on training to internal teams and end users on new functionalities.

**4.** **Risk & System Integrity Management**
- Monitor and address transactional issues such as price discrepancies, long-standing open orders, and inactive product listings (e.g., items unsold for 6+ months).
- Ensure the background system operates at peak efficiency, optimizing for frontend performance and user experience.
- Implement safeguards to minimize system outages and customer-impacting issues.

**5.** **Special Project Management**
- Lead and execute market-specific operational initiatives tailored to local needs, acting as the central pivot for Ops-led programs.
- Oversee all stages of such projects, from initiation to stabilization, before transitioning ownership to Growth teams. _Example_: Successfully launched and managed the Logistics program in Nigeria until it reached a stable operational state.
- Collaborate with cross-functional teams to ensure smooth execution and scalability of special projects.

**6.** **Strategic Operations**
- Provide insights into market needs, advocating for feature enhancements and operational automations.
- Collaborate with leadership to design scalable operational processes that align with business growth.
- Drive cross-functional initiatives to improve productivity and reduce inefficiencies.

**7.** **Risk Management & Compliance**
- Oversee operational risk management by identifying and mitigating compliance and transactional risks.
- Maintain adherence to company policies, regulatory standards, and industry best practices.

**8.** **Incident Management & Resolution**
- Serve as the first point of escalation for system outages or app-related customer experience issues.
- Lead root cause analysis for platform-related queries and oversee resolution processes, escalating to Tech teams as needed.

**9.** **Data Quality and Consistency**
- Monitor and enforce data quality standards across the platform to ensure accuracy, consistency, and reliability of data at all times.
- Implement processes to identify, correct, and prevent data inconsistencies, errors, and duplication within the system.
- Conduct regular data audits and assessments to verify the integrity of data and ensure compliance with relevant policies and regulations.
- Investigate and resolve any data integrity issues raised by users, customers, or automated systems, ensuring a timely resolution to minimise impact on platform performance.
- Work with cross-functional teams to diagnose root causes of data discrepancies and implement corrective actions.
- Proactively identify opportunities for improving data management processes and tools to enhance the integrity, reliability,