Director of Operations and Customer Service Jobs in Abuja
Director of Operations and Customer Service
Recruiter: Phillips Outsourcing Limited
Industry: Technology
Location: Abuja, Nigeria
Employment Type: Full Time
Reference: 377
Application Date Published: 10 March 2026
Phillips Outsourcing Limited is recruiting on behalf of an international technology company with operations across five continents. The organization focuses on supporting effective governance and driving long-term national prosperity through innovative technology solutions.
This opportunity is designed for experienced professionals with strong leadership capacity in operations management and customer service who are ready to make a strategic impact.
Purpose of the Role
The Director of Operations and Customer Service will lead and manage the servicing and support of technology solutions within the country while ensuring full compliance with contractual obligations. The role is responsible for defining and implementing the local Operations and Customer Services strategy and operating model in alignment with overall business objectives.
The position will also oversee the development and management of the Operations and Customer Services organization to ensure efficient use of resources, operational excellence, and continuous service improvement.
Key Responsibilities
Customer and Account Leadership
The Director will serve as the designated point of contact for customer accounts related to delivered systems and solutions. The role includes building strong technical account management relationships with customers to ensure high levels of satisfaction and long-term partnership.
The position will act as the senior escalation point for critical incidents and high-priority customers while identifying opportunities to expand service offerings beyond existing contractual agreements.
Operational Delivery and Service Excellence
The Director will establish and lead the Operations and Customer Services structure to ensure contractual services are delivered within budget and according to service level agreements, key performance indicators, and operational standards.
The role involves maintaining a structured support environment that can efficiently respond to incidents and service requests, identifying root causes of recurring issues, and implementing improvements to enhance service stability and reduce escalation levels.
The position will also lead continuous improvement initiatives and oversee customer experience management through service reviews, success plans, and structured satisfaction improvement strategies.
Commercial and Process Oversight
The Director will oversee operational processes supporting order management, billing, and other commercial arrangements related to customer contracts. The role ensures that operational processes support contractual commitments and contribute to financial performance.
The position will also develop and manage partnerships and service networks to ensure cost-effective and compliant service delivery.
Deployment and Cross-Functional Collaboration
The Director will support the deployment of technology solutions in collaboration with project management and system integration teams. The role includes ensuring operational readiness, staff training, and adequate resource allocation for customer support functions.
The position will promote strong cross-functional collaboration to ensure seamless transition from project delivery to operational support.
Candidate Profile – Knowledge and Skills
Candidates should possess a postgraduate degree in Business Administration or equivalent professional experience in service delivery or operations leadership.
Applicants must have a minimum of 10 years of senior leadership experience in operations and customer service management, ideally within technology-enabled or traceability-related environments. Experience working within international or matrix organizations will be considered an advantage.
Candidates should have a solid background in production or manufacturing environments and proven expertise in designing and implementing customer service strategies aligned with business objectives.
Strong analytical and problem-solving skills are required, particularly in escalation management and root cause analysis. Applicants must be fluent in written and spoken English and able to communicate in at least two major local languages. Experience in asset management, including planning, inventory control, tracking, and auditing, is also required.
Application Method
Interested and qualified candidates should apply online through the recruitment portal using the link below:
