Operations Lead - Household Staffing & Family Services

About the role

We are seeking an Operations Lead to own the operating engine of our household staffing and family‑support service in Nairobi. You will be responsible for delivering a trusted, high‑touch experience from candidate verification through family fulfilment, while preserving the human judgement essential to household services.

Key responsibilities

• Run the end‑to‑end service workflow: intake, sourcing, verification, matching, interviews, onboarding, deployment, check‑ins, issue resolution, replacement and renewal.
• Lead Recruiter, Supply and Family Relationship teams; set daily priorities, SLAs, quality checks and escalation discipline.
• Build and continuously improve SOPs, scorecards, checklists, audit trails and dashboards across all staff categories.
• Ensure only assessed, document‑ready candidates are deployed and that family requirements, duties, pay, hours and onboarding documents are complete before start.
• Own critical incident and safeguarding escalations, protecting both families and workers and involving appropriate managers or advisers.
• Manage verification, training and service partners for turnaround, quality, confidentiality and cost.
• Track operating KPIs such as time to shortlist, fulfilment, retention, replacement rate, complaints and subscription renewal.
• Collaborate with management on capacity planning, neighbourhood expansion, vendor strategy and pilot scale‑up decisions.
• Protect the direct‑family employment model and foster a high‑accountability culture where sensitive cases are surfaced early.

Required profile

• 8‑10 years of operations experience in staffing, home services, hospitality, caregiving, facilities or similar high‑volume people‑service businesses.
• At least 3 years leading frontline operations teams with measurable SLAs, quality and customer outcomes.
• Strong process‑building capability: SOPs, dashboards, root‑cause analysis, vendor management, audits and escalation systems.
• Commercial understanding of service delivery, including capacity, productivity, replacement cost and margin.
• Excellent judgement in sensitive people situations, balancing customer service, worker fairness, compliance and business risk.
• Comfort with ATS/CRM systems, spreadsheets and dashboards for structured case management.

Required skills

• ATS/CRM systems
• Spreadsheets
• Dashboards