Strategic Customer Support Operations Lead

Humankind Group; South Africa; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Life Insurance

Income Protection

Critical Illness cover

Funeral Assistance

Provident fund

Medical aid subsidy

Sage Academy leave

Annual leave

Volunteer days

Employee Assistance Program

Flexible work patterns and hybrid

Job summary

Sage is seeking an Operations Manager in South Africa to lead Customer Operations. You will translate strategy into actionable plans, supervise Team Managers, and drive performance across product support and related functions.

The role emphasizes coaching, workforce planning, data-driven improvement, and cross-functional collaboration with Product, Digital, Finance, People, and QA. Location is Johannesburg with a hybrid work pattern.

Qualifications

• Proven leadership experience in customer support or service ops.
• Experience leading through Team Managers or other people leaders.
• Strong understanding of customer experience and service delivery metrics.
• Experience in workforce planning, forecasting or capacity management.
• Ability to translate data insights into actionable improvements.
• Coaching, performance management and talent development experience.
• Strong written and verbal communication and stakeholder management.

Responsibilities

• Lead Customer Support Team Managers and their teams to achieve customer and operational outcomes.
• Translate support strategy and product priorities into operational plans with clear measures.
• Drive performance on TNPS, CSAT, First Contact Resolution, service levels and backlog management.
• Perform workforce planning, forecasting, scheduling, and capacity management in collaboration with WFM.
• Use data and customer feedback to identify risks and improvement opportunities.
• Coach leaders, drive succession planning, and foster a high-performance culture.
• Collaborate with Product, Digital, Finance, People, QA and others to deliver cross-functional priorities.

Skills

Leadership

Customer experience

Stakeholder management

Data analysis

Workforce planning

Communication

Education

Relevant degree

Tools

Multichannel software

SaaS environment

Job description

Sage is seeking an Operations Manager in South Africa to lead Customer Operations. You will translate strategy into actionable plans, supervise Team Managers, and drive performance across product support and related functions.

The role emphasizes coaching, workforce planning, data-driven improvement, and cross-functional collaboration with Product, Digital, Finance, People, and QA. Location is Johannesburg with a hybrid work pattern.