Operations Manager (SaaS/Tech) (CPT Onsite)

DataFin; Cape Town; Hybrid; ZAR 700,000 - 900,000; Full time

Job summary

A dynamic technology company is seeking an experienced Operations Manager to lead and optimize daily operations. You will be responsible for driving process improvements, managing cross-functional teams, and enhancing customer satisfaction through effective operational strategies. Candidates should have over 5 years of experience in operational roles, particularly within SaaS or technology sectors, and demonstrate strong leadership skills. This role offers flexibility as remote work is possible.

Qualifications

• 5+ years’ experience in operational roles in SaaS or technology companies.
• Strong leadership skills with experience in managing cross-functional teams.
• Ability to scale processes in a high-growth environment.
• Experience with KPIs, budgets, and performance metrics.

Responsibilities

• Take ownership of operational activities and team performance.
• Drive process improvements and implement scalable workflows.
• Monitor SLA compliance and improve customer satisfaction.
• Deliver structured weekly reports on metrics and trends.

Skills

Leadership skills

Process improvement

Customer satisfaction

Financial literacy

Fluent in English

Tools

Jira

Process Street

Zendesk

Job description

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.

Responsibilities

• Operational Leadership & Process Excellence – Take ownership of operational activities and team performance in your assigned company or region.
• Operational Leadership & Process Excellence – Drive process improvements, implement scalable workflows, and ensure efficiency across operations.
• Operational Leadership & Process Excellence – Define, track, and report on KPIs tied to customer satisfaction, performance, and profitability.
• Operational Leadership & Process Excellence – 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.
• Team Management & Development – Ensure effective workforce planning, training, and knowledge sharing.
• Team Management & Development – 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.
• Customer Operations & Retention – Monitor SLA compliance, resolve escalations, and continuously improve customer satisfaction.
• Customer Operations & Retention – Support Commercial teams by aligning operational capacity with sales growth and customer needs.
• Customer Operations & Retention – 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.
• Reporting & Performance Management – Deliver structured weekly reports on key metrics, trends, and improvement plans.
• Reporting & Performance Management – 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).