Operations Manager at The Borough Lagos

The Business Operations Manager is responsible for overseeing and coordinating the day-to-day operations of the business across all departments to ensure efficiency, profitability, and exceptional service delivery. This role serves as the Founder's right hand, driving operational excellence, team performance, customer satisfaction, and business growth.

The ideal candidate is a hands-on leader with strong experience managing multi-functional teams within the beauty, hospitality, or lifestyle sectors. They will ensure that all areas of the business operate seamlessly and in alignment with the company's strategic objectives.

Key Responsibilities

• Oversee the day-to-day operations of the business across all departments, ensuring smooth and efficient workflows.
• Develop, implement, and continuously improve operational processes, systems, and standard operating procedures (SOPs).
• Supervise and support department leads and team members to ensure high performance and accountability.
• Monitor business performance, identify operational gaps, and implement solutions to improve productivity and efficiency.
• Ensure excellent customer experience and service standards are consistently maintained across all customer touchpoints.
• Handle and resolve escalated customer complaints and operational challenges promptly and professionally.
• Manage inventory levels, procurement activities, vendor relationships, and company assets to minimize wastage and operational disruptions.
• Oversee scheduling, staffing, and resource allocation to meet business demands effectively.
• Collaborate with the Founder/Managing Director to execute business strategies, initiatives, and growth plans.
• Track key operational metrics and prepare reports to support data-driven decision-making.
• Monitor expenses and support cost-control initiatives to improve profitability.
• Ensure compliance with company policies, health and safety standards, and relevant regulatory requirements.
• Lead employee onboarding, training, performance management, and development initiatives.
• Foster a positive, customer-centric, and high-performance workplace culture.
• Coordinate cross-functional activities and special projects to ensure timely execution and achievement of business objectives.
• Act as the primary point of coordination across all functions, ensuring alignment between operations, customer experience, people management, and administration.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Hospitality Management, or a related field.
• Professional certifications in operations, project management, or business management are an added advantage.
• Minimum of 5 years' experience in operations management, business management, or a similar leadership role.
• Demonstrated experience within the beauty, hospitality, retail, or service industries is strongly preferred.
• Proven experience managing multiple departments and cross-functional teams in a fast-paced environment.
• Experience working in founder-led businesses or SMEs is highly desirable.
• Strong track record of improving operational efficiency, customer experience, and business performance.