Executive Operations Leader: CX, Contact Centres & IT

Headhunters recruitment; Johannesburg; On-site; ZAR 2,000,000 - 3,000,000; Full time

Job summary

Headquartered in Sandton, the Operations Head will steer strategic direction across Contact Centres, Shared Services, Customer Experience & Service Delivery, Facilities Management and IT, overseeing multi-market operations.

This role offers C-suite visibility, a structured executive remuneration package, and the chance to drive performance and customer experience at scale within a globally recognised hospitality group. You will build high-performing teams and align with international standards.

Qualifications

• Bachelor’s degree in business administration / Operations Management.
• 10+ years of experience in operations with at least 5 years in a senior leadership role.
• Experience overseeing multiple operational functions in a customer-focused environment.

Responsibilities

• Standardise policies, procedures, and processes across departments.
• Continuously streamline operations to improve efficiency, consistency, and integration.
• Benchmark and implement internal and external best practices.
• Collaborate with global and local stakeholders to ensure alignment with international standards.
• Provide strategic and operational oversight of large-scale contact centres across multiple markets.
• Implement KPIs, SLAs, and NPS frameworks to monitor and improve service levels.
• Lead and develop managers and teams, ensuring recruitment, training, and high performance.
• Drive customer and guest experience initiatives, embedding a culture of customer centricity.
• Champion service excellence through training, performance measurement, and feedback.
• Build a high-performance culture, fostering collaboration, engagement, and accountability.
• Lead cross-functional projects, ensuring technology adoption and operational readiness.
• Analyse data to evaluate operational performance and implement improvements.
• Manage risk, crisis response, compliance, and disaster recovery planning.
• Oversee IT asset management, systems resilience, and facilities management.
• Ensure safe, secure, and efficient operational environments across all business areas.

Skills

Budget planning

Cost optimisation

Governance

Compliance

Risk management

Crisis management

Change leadership

People development

Project management

Financial acumen

Education

Bachelor's degree in business administration

Operations Management degree

Master’s degree (advantageous)

Job description

Headquartered in Sandton, the Operations Head will steer strategic direction across Contact Centres, Shared Services, Customer Experience & Service Delivery, Facilities Management and IT, overseeing multi-market operations.

This role offers C-suite visibility, a structured executive remuneration package, and the chance to drive performance and customer experience at scale within a globally recognised hospitality group. You will build high-performing teams and align with international standards.