Head Of Operation


Operations | Tunis, TN

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

Jumia Food is an online food ordering site that allows consumers to conveniently order meals of their choice from their preferred restaurants, and have them delivered straight to their home / office

With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!


Main Responsibilities: 

  • Managing Jumia Food delivery, so that riders are optimally located, deliver on time, and are well presented.

  • Making sure that the operational key performance indicators are being exceeded - process time, fail rate, delivery time and net promoter scores.

  • Building structures and processes around all aspects of customer experience to increase efficiency. 

  • Critically analysing the entire customer experience to implement improvements and make recommendations to other departments involved. 

  • Managing a customer service team in processing orders and guaranteeing quick follow up of any issues and complaints.

  • Ensuring constant evaluation and update of technologies and processes to ensure exceptional customer experience.

  • Working in collaboration with the sales and account management teams as well as the central team to develop strategy to expand the business and meet key targets for growth.



Required Skills & Qualifications  

  • Degree in MarketingManagement  or business related discipline

  • Minimum of 3 years’ experience in Operations ,  customer service or logistics

  • Experience managing multiple accounts

  • Good interpersonal & organizational skills   



We Offer 


  • A unique experience in an entrepreneurial, yet structured environment

  • A unique opportunity of having strong impact in building the African ecommerce sector

  • The opportunity to become part of a highly professional and dynamic team

  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders