Title: Network Operations Manager
Location: Kigali, Rwanda
Department: Network Operations
Reports to: Head of Operations
Your Role
As Network Operations Manager, you will be responsible for operating KOKO’s network of KOKO Points, which dispense clean cooking fuel across Rwanda. You will manage the end-to-end KOKO Point lifecycle from deployment and commissioning KOKO Points into new shops to ongoing maintenance, regulatory compliance, and hardware upgrades, to decommissioning and repairs. The ultimate goal of our Network Operations team is to maximize network coverage and up-time to ensure customers can access our fuel everyday, everywhere.
What You Will Do
- Lead the core functions in Network Operations, including: assembly and deployment of KOKO Point units, network operations center, field maintenance and repairs and service center
- Work closely with other departments, including Agent Networks, Customer Care, Fuel Operations, Cooker Operations, and Engineering
- Design and refine core business processes and tools, including for deployment, civil works, commissioning, sealing, network monitoring, incident management, and proactive maintenance
- Proactively identify risks to network uptime and customer experience, and develop and execute plans to minimize that risk
- Provide feedback to KOKO’s Product and Engineering teams on causes of network disruptions and KOKO Point hardware issues, and analyse network data to formulate suggestions to improve uptime
- Manage the information capture and resolution of KOKO Point tickets, ensuring that accurate and precise information is captured at each step of the issue life-cycle
- Own and manage the database of product defects arising from KOKO Point network and other tickets, acting as the single point of contact for the Engineering and Product teams
- Hire, train, coach, and manage direct reports and subcontractors to achieve key performance indicators on set requirements, quality, and safety, while building a deep bench of future company leaders and a strong performance culture
- Maintain customer satisfaction through professional conduct and engagements while ensuring an effective interface with other departmental staff is maintained
- Ensure that the function operates in accordance with respective Health, Safety and Environmental and company policies and procedures
What You Will Bring to KOKO
- University degree in Engineering or relevant technical field
- 3+ years of experience in a related field, with a track record of high performance
- 1+ years of management experience building and mentoring teams
- Comfort managing complex information and prioritizing actions under time-pressure in an unstructured environment
- Knowledge of ticketing systems and related ERP processes
- Ability to work autonomously and think on your feet
- Strong communication and interpersonal skills
- Strong data analysis and synthesis skills
- Ownership mindset and the ability to solve complex problems
- Technical knowledge of mechatronic systems or communication technology is an added advantage
About KOKO Networks
KOKO Networks is a venture-backed technology company operating in East Africa and India. We build and deploy cloud-connected “KOKOpoints” inside local retail outlets, which serve as consumer access points for goods and services delivered in partnership with major suppliers. Our first consumer solution is liquid ethanol cooking fuel, which delivers significant cost savings and quality of life improvements in the multi-billion-dollar urban cooking market. In Kenya, this solution is delivered in partnership with Vivo Energy, the company which owns and operates Shell-branded fuels distribution infrastructure across Africa.
How to Apply:
Interested candidates should send their both combined cover letter and well detailed CV no later than 14th May 2023 via the apply button below.
KOKO offers a fast-paced work environment and significant professional growth opportunities. If you share our passion for technology and our vision for global impact, we strongly encourage you to apply!
