Overview: Here’s the deal: the data won’t present itself, and neither will the insights. You’ll take messy shop-floor and service numbers, standardize them, and turn them into dashboards that actually get people to act. This isn’t Excel for show leaders will make decisions based on what you reveal. Expect to automate, clean, and document like a wizard. Daily dashboards, weekly reports, and the occasional deep-dive rabbit hole will become your second nature. Bonus points if your charts tell a story before anyone asks the question. You’ll also be the translator between ops and finance: training managers, setting targets, and running post-mortems that actually lead to fixes. If turning raw numbers into actionable intelligence makes your pulse quicken, this role is calling your name. Key Responsibilities: - Build single-source datasets; clean and document definitions. - Automate daily/weekly dashboards (service, cost, quality, safety). - Run deep dives; present insights and experiments. - Partner with Ops/Finance on target setting and post-mortems. - Train managers on reading and using data. Education & Experience: - BCom (BIS/Operations/Finance) or Diploma + analytics certificate. - 2–4 years of data/BI in ops, retail, or logistics. Skills: - SQL, spreadsheets, BI (Data Studio/Power BI/Looker), storytelling. KPIs: - Adoption rate, time-to-insight, decision impact, data quality. Compensation: KES 100,000–180,000 + annual bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, training, hybrid stipend. Growth Path: - Senior Analyst → Ops Intelligence Lead → Operations Excellence Manager. Ideal hierarchy and expected promotion cycle.
K sh 100,000 – 180,000 gross / month
Overview: Ever wished you could bottle up experience and pass it around like instant coffee? That’s basically this role. You’ll take tribal knowledge from the warehouse floor, turn it into clear SOPs, snappy micro-videos, and quizzes, and make sure everyone hitting the floor knows their stuff. Less confusion, fewer errors, safer shifts, then see your handiwork in action. You won’t just be documenting; you’ll be certifying, training, and running ride-alongs to see the magic happen in real time. Measuring impact is key: completion rates, error reduction, and audit scores will tell you whether your content actually sticks. And because no academy runs itself, you’ll iterate constantly. Feedback loops, quarterly reviews, and creative problem-solving are your playground. If you like seeing the ripple effect of your work and enjoy mixing structure with a bit of creativity, this is where you shine. Key Responsibilities: - Document SOPs; version control; approvals with managers. - Produce micro-learning (videos, checklists, quizzes); manage LMS. - Run train-the-trainer and competency assessments. - Track completion, quality metrics, and error reduction. - Gather feedback; iterate on content quarterly. Education & Experience: - Diploma/Degree in HR/Operations/Instructional Design. - 2–3 years training/ops documentation. Skills: - Writing, simple video tools, LMS, facilitation, measurement. KPIs: - Time-to-productivity, error rate, completion rate, and audit scores. Compensation: KES 80,000–140,000 + KPI bonus. Figures are client estimates and may vary depending on experience and outcomes. Benefits: - Medical, lunch/transport stipend, training budget. Growth Path: - Senior Coordinator → L&D (Ops) Manager → Operations Excellence Lead. Ideal hierarchy and expected promotion cycle.
K sh 80,000 – 140,000 gross / month
Overview: Ever wondered who keeps a contact centre humming like a well-oiled machine? That’s your playground as a WFM Analyst in Kasarani. You’ll forecast call/chat volumes, whip up rosters, and make sure everyone’s in the right place at the right time without blowing the budget on extra hours. Think of it as a mix of strategy, math, and people-sense rolled into one. You’ll dive into intraday tracking, reforecasting on the fly, and spotting shrinkage before it becomes a headache. TLs, QA, and SDMs will lean on your insights to keep service levels sky-high, so your data skills will be your superpower. And because no day is ever the same, you’ll get to play in schedules, exceptions, and real-time dashboards, learning how small tweaks can have big impacts. Calm under pressure, Excel ninja, and a dash of curiosity? Perfect, this is your stage. Key Responsibilities: - Forecast by interval; adjust for promos, outages, seasonality. - Build shift patterns; publish rosters and adherence rules. - Run intraday management; re-forecast and re-sked where needed. - Track shrinkage; propose policy changes with data. - Report SLA, occupancy, and adherence daily/weekly. Education & Experience: - BCom (Operations/Statistics) or Diploma + analytics/Excel strength. - 1–3 years WFM/analytics. Skills: Skills & Tools: - WFM suites, Excel/BI, SQL basics, calm communication. KPIs: - SLA, adherence %, occupancy %, forecast accuracy, cost/contact. Compensation: KES 90,000–160,000 + performance bonus. Figures are client estimates and may vary depending on experience and interview outcomes. Benefits: - Medical, phone/data, hybrid stipend. Growth Path: - Senior WFM → WFM Lead → Service Delivery Manager. Ideal hierarchy and expected promotion cycle.
K sh 90,000 – 160,000 gross / month
Overview: If you’ve ever dreamt of turning chaos into a smooth, error-free flow, this OTC Lead role in Ruaraka is calling. You’ll be the glue between Sales, Warehouse, Finance, and Customer Care, making sure orders don’t stumble, invoices are spot-on, and returns don’t cause drama. It’s all about creating one seamless SLA and killing those pesky hand-offs. Expect to dive into process mapping, dashboards, and daily problem-solving while coaching teams to follow SOPs like pros. With ERP, Excel, and a knack for spotting bottlenecks, you’ll help the company run leaner, faster, and cleaner. Think of it as operations mastery with a human touch. Key Responsibilities: - Map OTC flows; set SLAs and swimlanes; remove bottlenecks. - Standardize order validation, credit approvals, and backorder logic. - Improve invoice accuracy; reduce returns and claim cycle time. - Publish daily OTC dashboards; escalate risks early. - Train teams on SOPs and exception handling. Education & Experience: - BCom (Operations/Finance) or Diploma in Business; 3–5 years OTC. Skills: - ERP (SAP/Odoo), Excel/BI, process mapping, change leadership. KPIs: - Perfect order rate, DSO support, claim cycle time, invoice accuracy. Compensation: KES 120,000–200,000 + annual bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, lunch/transport stipend. Growth Path: - Senior OTC Lead → Process Excellence Lead → Operations Manager. Ideal hierarchy and expected promotion cycle.
K sh 120,000 – 200,000 gross / month
Overview: Our client is seeking a Continuous Improvement (CI) Specialist to turn inefficiency into measurable impact at a fast-paced food manufacturer operating two plants and a Nairobi DC. You’ll live on the floor, not in a boardroom, leading Lean projects that cut waste, boost output, and embed better ways of working across teams. From time-and-motion studies to Kaizen events and visual management, you’ll turn factory data into action and action into habit. Expect to run value stream maps, tighten changeovers, and train leaders who can sustain gains long after the workshop ends. If you believe continuous improvement isn’t a side project but a daily discipline backed by data, teamwork, and visible results, this role is designed for you. Key Responsibilities: - Lead VSMs and Kaizen events; prioritize high-impact wastes (DOWNTIME). - Establish standard work; lock in controls and visual management. - Build CI dashboards (yield, OEE, changeover, rework). - Train line leaders; certify yellow/green belts. - Work with QA/HSE to ensure safe, compliant improvements. Education & Experience: - BCom (Operations) or Diploma in Business + Lean training. - 3–5 years CI/Lean/Six Sigma in manufacturing or logistics. Skills: - Lean toolkit, Excel/BI, facilitation, problem-solving. KPIs: - OEE, changeover time, scrap/rework %, project ROI, audit scores. Compensation: KES 120,000–200,000 + improvement bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, meals, PPE, training. Growth Path: - Senior CI → Ops Excellence Lead → Operations Manager. Ideal hierarchy and expected promotion cycle.
K sh 120,000 – 200,000 gross / month
Overview: Our client is looking for a QA Manager who doesn’t just tick boxes but actually raises the bar across chat, voice, and email for a fast-moving digital services company in Kilimani. You’ll design rubrics, coach the coaches, and translate QA data into actionable skill plans that make agents shine and customers happier. This is a hands-on gig: think calibration sessions, heatmaps, pilot scripts, and knowledge base updates. If you love turning feedback into measurable wins and enjoy being the go-to for quality, this role puts you in the driver’s seat of service excellence. Key Responsibilities: - Build channel-specific QA rubrics and calibration routines. - Score calls/chats; publish heatmaps and targeted coaching plans. - Own VoC program; link QA to CSAT/NPS and churn drivers. - Run pilot scripts, macros, and knowledge base updates. - Coordinate with WFM on skill-based routing. Education & Experience: - BCom/BA (PPM/Comms); 4–6 years in QA leadership. Skills: Skills & Tools: - QA platforms, speech/text analytics, Excel/BI, coaching frameworks. KPIs: - QA pass rate, rework/after-call work, CSAT/NPS, calibration drift. Compensation: KES 140,000–240,000 + annual bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, phone/data, training. Growth Path: - Senior QA Manager → Customer Experience Lead → Head of CX. Ideal hierarchy and expected promotion cycle.
K sh 140,000 – 240,000 gross / month
Overview: Eight spots, one mission: get internet flowing without drama. Our client is hunting for Field Ops Supervisors along the Mombasa Rd corridor to wrangle technicians, spares, and appointments like a pro conductor leading a very fast orchestra. Same-day installs? FTR checks? Repeat-call minimization? You’ll own it. Every day is a balancing act between speed, safety, and keeping customers smiling. You’ll audit work, coach your teams on the go, and troubleshoot escalations before they become headlines. Think of it as field operations with a pulse you’ll feel every surge, but you’ll also control it. You’ll also be the bridge between NOC, CX, and boots-on-the-ground technicians, turning messy schedules into smooth operations. If efficiency, people management, and a bit of tech geekery excite you, this is your arena. Key Responsibilities: - Schedule teams; confirm customer availability; minimize no-shows. - Ensure spares/tools readiness; enforce safety and quality checklists. - Audit installations; coach technicians; handle escalations. - Track jobs/day, first-time-right, and repeat calls. - Collaborate with NOC and CX on exceptions and outages. Education & Experience: - Diploma in Business/Telecoms/Project Mgmt; 2–4 years field ops. Skills: - Workforce scheduling tools, Excel, customer comms, basic network lingo. KPIs: - Jobs/day, FTR %, repeat repair %, customer CSAT, safety compliance. Compensation: KES 90,000–150,000 + field allowances + monthly bonus. Figures are client estimates and may vary depending on experience and performance. Benefits: - Medical, phone/data, motorbike allowance (where applicable). Growth Path: - Senior Supervisor → Area Field Manager → Service Delivery Manager. Ideal hierarchy and expected promotion cycle.
K sh 90,000 – 150,000 gross / month
Overview: Our client is on the hunt for an Operations Manager who loves the buzz of retail but thinks in systems, not chaos. This tech-enabled electronics retailer runs six Nairobi stores, a busy online shop, and a fulfillment center that never sleeps. From Westlands HQ, you’ll be the person turning all those moving parts into one smooth, customer-happy machine. It’s a role that lives at the intersection of people, process, and performance. You’ll balance staffing rosters, inventory flow, and store readiness while keeping customer experience at the heart of it all. Promotions, flash sales, and delivery cut-offs, nothing fazes you because you plan ahead and move with purpose. If “organized” is your love language and dashboards are your favorite art form, you’ll feel right at home here. Expect to collaborate with merchandising, logistics, and CX teams to keep SLAs tight and surprises minimal. The culture rewards hands-on leadership and data-driven decisions, but never forgets that happy teams make happy customers. So, if you can take an operational orchestra and make it hum without missing a beat or losing your sense of humor, this one’s calling your name. Key Responsibilities: - Own daily ops huddles, staffing plans, and service rosters across stores/DC. - Standardize SOPs for receiving, put-away, picking, click-and-collect, and returns. - Run weekly KPI reviews (OTIF, CVR, NPS, shrink, hours/labour). - Coordinate with Merch/Marketing on promo readiness and stock integrity. - Drive cost controls (overtime, wastage, packaging); enforce safety. - Lead incident reviews; close corrective and preventive actions (CAPA). - Build a culture of documentation, coaching, and continuous improvement. Education & Experience: - BCom (Operations/Marketing/BIS) or BA (PPM); Diploma in Business considered with experience. - 5–7 years operations leadership in retail/e-commerce/3PL. Skills: - WMS/TMS, Excel/BI, workforce planning, stakeholder influence, service mindset. KPIs: - OTIF %, NPS, pick accuracy, shrink %, labour productivity, and incident closure time. Compensation: KES 180,000–320,000 + annual performance bonus. Figures are estimates shared by our clients and vary with your experience, interview performance, certifications, and company pay bands. Benefits: - Medical, pension, phone/data, training budget. Growth Path: Growth Path (hierarchy/expected promotions): - Senior Operations Manager → Head of Operations → Operations Director. This is the ideal hierarchy inside the client’s company and thus the expected growth cycle for this position.
K sh 180,000 – 320,000 gross / month