App & Operations Manager

About the role

The App & Operations Manager will ensure the Kiosk shopping application runs smoothly and supports the fast‑growing e‑commerce business in Addis Ababa. Working on‑site, you will collaborate with product, engineering and customer support teams to deliver a reliable, high‑quality user experience while overseeing order processing and logistics coordination.

Key responsibilities

• Monitor application performance metrics and resolve operational incidents promptly.
• Coordinate release cycles, bug fixes and feature improvements with engineering and product teams.
• Design, document and optimise order processing workflows and logistics hand‑offs.
• Track key performance indicators (KPIs) for app reliability and operational efficiency.
• Analyse data to identify bottlenecks, generate reports and recommend process enhancements.
• Support cross‑functional initiatives that improve scalability and customer satisfaction.

Required profile

• Proven experience in app or product operations within e‑commerce or a similar digital environment.
• Strong background in operational process design and optimisation.
• Ability to interpret metrics, produce analytical reports and make data‑driven decisions.
• Customer‑focused mindset with excellent problem‑solving and stakeholder communication skills.
• Bachelor’s degree in Business Administration, Operations Management, Information Systems or equivalent practical experience.

Required skills

• Excel (or equivalent spreadsheet tools)
• Dashboard and reporting tools
• Ticketing systems (e.g., JIRA, Zendesk)
• Project management platforms (e.g., Asana, Trello)
• App performance monitoring tools