Care Centre & Refurb Manager

About the role

M-KOPA is seeking a Care Centre & Refurb Manager to lead the end‑to‑end operation of its Care Centre and refurbishment workflow. You will oversee team leads and repair technicians, ensuring returned and second‑life devices are restored to optimal condition while supporting product quality and customer satisfaction.

Key responsibilities

• Supervise, mentor and guide Care Centre and Refurb Team Leads and repair technicians.
• Ensure teams have the tools, resources and support needed for efficient performance.
• Conduct training sessions on new repair techniques, tools and best practices.
• Manage production throughput, capacity planning and workflow to avoid backlog of devices.
• Monitor production metrics and implement corrective actions when targets are at risk.
• Act as primary contact for external brand partners (e.g., Samsung) and manage service level agreements.
• Maintain and steward the care partner CRM system.
• Collaborate with the Process Engineer to identify recurring product issues and drive corrective actions.

Required profile

• Proven experience leading technical teams in a manufacturing or refurbishment environment.
• Strong ability to build high‑performance cultures with non‑negotiable quality standards.
• Excellent stakeholder management skills, especially with external brand partners.
• Analytical mindset to monitor metrics and drive continuous improvement.

Required skills

• CRM system proficiency