Chief Customer Operations Officer (Chief COPs)

About the role

Safaricom Ethiopia is seeking a senior leader to translate its customer operations strategy into consistent, high‑quality execution across all service channels. Reporting directly to the CEO, the Chief Customer Operations Officer will drive transformation through data, technology, automation and process excellence.

Key responsibilities

• Interpret and execute the customer operations strategy across assisted, physical and digital service channels.
• Lead call‑center, retail customer experience, M‑PESA operations, back‑office fulfilment and Enterprise Business customer management.
• Establish an integrated operating model, service standards and governance framework for Consumer, M‑PESA and Enterprise Business.
• Improve first‑contact resolution, turnaround time, digital adoption, productivity and cost‑to‑serve.
• Drive transformation initiatives using data analytics, automation and technology.
• Own executive‑level service performance, customer recovery and cross‑functional issue resolution.
• Build and nurture a high‑performing, customer‑obsessed team across all sub‑functions.

Required profile

• Proven senior leadership experience in customer operations, preferably within telecom or digital financial services.
• Track record of delivering large‑scale transformation and operational excellence.
• Strong analytical mindset with the ability to leverage data for decision‑making.
• Experience managing multi‑channel service delivery and integrated operating models.
• Ability to influence C‑level stakeholders and lead cross‑functional teams.

Required skills