JOB DETAILS:
Why LETA?
At Leta, we are building the rails for logistics on the continent, driven by our mission to drive down the cost of logistics with technology. We have operations across 5 African countries, with headquarters in Kenya and offices in Nigeria, powering over 2.5 million deliveries since 2022.
At Leta, we use AI technology to digitize and optimize logistics operations, helping companies deliver goods cheaper and faster. We provide real-time reporting and analytics to continuously improve and optimize logistics for enterprises like Chandaria Industries, KFC and Simbisa Brands (behind Chicken Inn, Pizza Inn, and Galitos).

It’s not just good company, it’s a great team as well. We have a superstar team of smart people who previously worked at Delivery.com, Lori Systems, Deloitte, Kopo Kopo and have come together to solve logistics across Africa. And we’re growing!

Role summary:
We are looking for an On Demand Operations Associate who will join our team in Kampala, Uganda. They will manage daily operations with our 3rd party delivery partners therefore fostering customer satisfaction, advocating product knowledge, and driving customer success strategies. They will ensure success in the completion of last-mile deliveries to our customers via our partners.We are looking for an On Demand Operations Associate who will join our team in Kampala, Uganda. They will manage daily operations with our 3rd party delivery partners therefore fostering customer satisfaction, advocating product knowledge, and driving customer success strategies. They will ensure success in the completion of last-mile deliveries to our customers via our partners.

Daily Responsibilities:
Operations Management:
• Manage relationships with Leta’s business partners and onboard new partners.
• Lead operations teams, prioritizing safety, and resource allocation to meet both driver and customer demands effectively.

• Manage daily business operations, ensuring optimal performance across categories.

• Monitor key performance metrics and reduce operational costs.

Customer Relationship Management:
• Supporting customers with onboarding including user requirements gathering, site visits and trainings
• Develop healthy customer relationships to better highlight, evaluate and action customer needs

• Act as a customer advocate to promote customer loyalty

• Frequently test current products to identify deficiencies and suggest ideas to improve product quality
• Leverage your existing network and industry knowledge to strengthen Leta’s position in the logistics and supply chain domain.

Product Knowledge & Advocacy:
• Maintain an exhaustive grasp of our products/services to offer customers top-tier support and insights.
• Gather customer feedback diligently, channeling it towards product and service enhancements while championing customer needs within Leta.

Customer Success Strategies:
• Innovate and enact plans amplifying product adoption, engagement, and overarching satisfaction.
• Devise strategies to diminish churn and pinpoint lucrative avenues for upselling or cross-selling.

Documentation & Training:
• Uphold meticulous records of customer interactions, feedback, and account nuances in our CRM.
• Orchestrate training sessions and webinars, enhancing partner understanding of our offerings.

Requirements:
• 5+ years in an operations role
• 3+ years experience in last-mile delivery solutions (e.g. at Jumia Foods, Glovo, Safeboda etc.)
• A Ugandan national, fluent in English
• Strong interpersonal, communication, and relationship-building skills.
• Experience managing two-wheeler courier “boda bodas” networks is preferred

• Demonstrated prowess in forging and managing relationships with key decision-makers.
• Proven track record in product/service development, particularly operations-centric.
• Strong leadership capabilities, evidenced by prior team management roles.
• Stellar communication, interpersonal, and problem-solving skills.
• Adept logical, analytical, and strategic thinking.
• Bachelor’s degree in Business, Marketing, or a related field.
• Mastery of CRM software and customer support platforms.