Operations Manager (SaaS/Tech) (CPT Onsite)
IT – Software Development ~ Product/Project management
Cape Town – Western Cape – South Africa
ENVIRONMENT:
A fast-growing German-based Tech company in the SaaS & digital services space is looking for an Operations Manager to oversee day-to-day operations, optimize support flows, or lead teams across regions. This role offers a high-impact opportunity in a dynamic, international environment. You will drive process improvements, implement scalable workflows; define, track, and report on KPIs tied to customer satisfaction while monitoring budgets and controlling operational costs and contributing to customer retention and upsell opportunities through operational insights. Applicants will need 5+ years work experience in Operational or customer-focused roles, ideally within SaaS or Technology companies, the demonstrated ability to scale processes in a high-growth environment, financial literacy and experience working with KPIs, budgets, and performance metrics and proficiency with platforms such as Jira, Process Street, Zendesk, or similar.
DUTIES:
Operational Leadership & Process Excellence –
- Take ownership of operational activities and team performance in your assigned company or region.
- Drive process improvements, implement scalable workflows, and ensure efficiency across operations.
- Define, track, and report on KPIs tied to customer satisfaction, performance, and profitability.
- Support implementation projects and ensure seamless delivery of SaaS solutions.
Team Management & Development –
- Lead and coach cross-functional teams including onboarding, support, and success functions.
- Ensure effective workforce planning, training, and knowledge sharing.
- Foster a culture of accountability, agility, and continuous improvement.
Customer Operations & Retention –
- Collaborate with Customer Success and Technical Support teams to ensure excellent service delivery.
- Monitor SLA compliance, resolve escalations, and continuously improve customer satisfaction.
- Support Commercial teams by aligning operational capacity with sales growth and customer needs.
- Contribute to customer retention and upsell opportunities through operational insights.
Reporting & Performance Management –
- Work closely with finance and senior management to monitor budgets and control operational costs.
- Deliver structured weekly reports on key metrics, trends, and improvement plans.
- Use data to support business cases and drive strategic decisions.
REQUIREMENTS:
- 5+ Years’ experience in Operational or customer-focused roles, ideally within SaaS or Technology companies.
- Strong leadership skills and a proven track record in managing cross-functional teams.
- Demonstrated ability to scale processes in a high-growth environment.
- Financial literacy and experience working with KPIs, budgets, and performance metrics.
- Experience with platforms such as Jira, Process Street, Zendesk, or similar.
- Fluent in English; other European languages are a plus.
- Located in or willing to work from one of the key operational hubs (remote/hybrid possible).