Operations Manager

Summary

• We are looking for an experienced, highly organised and commercially minded Operations Manager to oversee the day-to-day operations of the business and ensure that our marketplace, people, processes and customer experience operate efficiently.

The Role

• The Operations Manager will be responsible for translating the company's strategy into effective day-to-day execution.
• You will oversee operational activities across our marketplace and support functions, ensuring that customers, vendors, professionals, handymen, logistics partners and other stakeholders have a smooth experience on the platform.
• The successful candidate must be a problem solver, strong people manager, process-driven, commercially aware and comfortable working in a fast-paced technology/e-commerce environment.

Key Responsibilities
Business & Marketplace Operations:

• Oversee the day-to-day operations of Buildings & More across products, services and marketplace activities.
• Ensure smooth coordination between customers, vendors, professionals, handymen, realtors and logistics partners.
• Monitor marketplace activities and identify operational gaps, delays and opportunities for improvement.
• Develop and implement operational procedures, workflows and service standards.
• Ensure that operational activities align with company objectives and business strategy.
• Coordinate the execution of new products, services, campaigns and operational initiatives.

Vendor & Partner Management:

• Oversee the onboarding, verification and management of vendors and marketplace partners.
• Ensure vendors maintain accurate product information, pricing, availability and business details.
• Monitor vendor performance and resolve operational issues.
• Develop processes for vendor engagement, performance monitoring and retention.
• Coordinate with logistics partners to improve fulfilment and delivery experiences.
• Maintain strong relationships with strategic vendors and business partners.

Professionals, Handymen & Service Operations:

• Oversee the onboarding and verification processes for professionals and handymen.
• Monitor service-provider performance, customer feedback, ratings and job completion.
• Ensure that project calls and service requests are properly coordinated.
• Support the development of systems for matching customers with suitable professionals and service providers.
• Investigate and resolve service-related complaints and disputes.
• Develop standards that improve service quality and customer confidence.

Customer Experience:

• Establish and maintain excellent customer service standards.
• Monitor customer enquiries, complaints, orders, service requests and escalations.
• Ensure customer issues are resolved promptly and professionally.
• Analyse recurring complaints and operational problems and implement corrective actions.
• Develop processes that improve customer satisfaction, retention and repeat purchases.

Order, Fulfilment & Service Delivery:

• Monitor the complete customer journey from enquiry/order through fulfilment and completion.
• Identify delays, failed orders, cancellations and service delivery issues.
• Work with vendors and logistics partners to improve order fulfilment.
• Ensure appropriate escalation and resolution of operational issues.
• Monitor delivery and service performance against agreed standards.

People & Team Management:

• Supervise and coordinate operational staff.
• Set clear responsibilities, targets and KPIs for team members.
• Monitor employee performance and productivity.
• Identify staffing and training requirements.
• Promote accountability, professionalism and a results-driven culture.
• Ensure staff follow approved processes and company policies.

Process Improvement & Systems:

• Review existing processes and identify opportunities for automation, simplification and cost reduction.
• Develop SOPs and operational manuals where required.
• Work closely with the technology/product team to identify platform improvements based on operational needs.
• Ensure internal teams effectively use available technology and business systems.
• Introduce systems for tracking tasks, complaints, orders, vendors, customers and service providers.

Performance & Reporting:

• Develop and monitor operational KPIs.
• Prepare regular management reports on operational performance.
• Track metrics including orders, fulfilment, cancellations, customer complaints, vendor performance, service-provider performance and customer satisfaction.
• Analyse operational data and provide actionable recommendations to management.
• Identify trends and risks before they become major operational problems.

Compliance, Risk & Quality Control:

• Ensure operational activities comply with company policies and applicable regulations.
• Support verification and due-diligence processes for vendors and service providers.
• Identify operational risks and recommend appropriate controls.
• Ensure proper documentation and record keeping.
• Support management in handling disputes, fraud risks and operational escalations.

Business Growth Support:

• Work with the management, sales and marketing teams to execute initiatives designed to increase revenue and marketplace activity.
• Identify opportunities to improve vendor participation, customer acquisition, repeat purchases and service utilisation.
• Support partnerships and commercial initiatives that improve the company's market position.
• Convert operational insights into opportunities for business growth.

Key Performance (KPIs)
The successful candidate will be measured against agreed KPIs, which may include:

• Customer satisfaction and retention
• Order fulfilment and completion rates
• Reduction in cancellations and operational errors
• Vendor acquisition, activation and retention
• Vendor and service-provider performance
• Professional/handyman onboarding and activity
• Response and resolution times
• Service delivery performance
• Revenue and transaction growth
• Operational cost efficiency
• Employee productivity
• Customer complaints and resolution rates
• Process improvement and implementation
• Overall marketplace activity and operational efficiency.

Requirements

• Bachelor's Degree in Business Administration, Business Management, Operations Management, Accounting, Economics, Supply Chain Management or a related discipline.
• 5+ years' relevant experience, preferably in operations, e-commerce, marketplace platforms, technology, construction, property, retail or a related industry.
• Demonstrated experience managing people, processes and business operations.
• Strong understanding of customer service and marketplace operations.
• Experience working with vendors, suppliers, contractors, service providers or business partners.
• Strong analytical and problem-solving skills.
• Excellent communication and negotiation skills.
• Strong organisational and project-management abilities.
• Proficiency in Microsoft Office/Google Workspace and business management tools.
• Ability to analyse operational data and translate findings into practical actions.
• Strong understanding of KPIs and performance management.
• Ability to work independently and take ownership of problems.
• High level of integrity, accountability and attention to detail.

Desirable
Experience in any of the following will be an advantage:

• E-commerce or online marketplace operations
• Construction/building-materials industry
• Property/real estate
• Logistics and fulfilment
• Vendor management
• Digital platforms/technology businesses
• Customer success
• Business process improvement
• CRM/ERP or marketplace management systems.

Who We Are Looking For

• We are looking for someone who does not simply manage tasks but can own operations.
• The ideal candidate should be able to look at a problem, understand its root cause, develop a solution, implement it and measure the result.
• You should be comfortable working across departments and dealing with different stakeholders while maintaining high standards of professionalism and accountability.

You must be:

• Proactive | Analytical | Organised | Commercially Minded | Solution-Oriented | Accountable | A Strong Communicator | A Strong People Manager.

What We Offer

• Opportunity to play a key role in a growing technology-enabled marketplace.
• Significant responsibility and ownership of business operations.
• Opportunity to work across e-commerce, construction, property and professional services.
• A dynamic and entrepreneurial working environment.
• Opportunities for professional growth and career development.
• Competitive salary based on experience and competence.

Application Closing Date
30th September, 2026.

How to Apply
Interested and qualified candidates should send their CV and a brief cover letter explaining why they are suitable for the role to: using ''Application – Operations Manager' as subject of the email.

Note : Only shortlisted candidates will be contacted.

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