Head of Operations at Watolex Crown Integrated Services

Watolex Crown Integrated Service is a premier human resources consulting firm dedicated to providing comprehensive solutions in recruitment, capacity building, and management consultancy. Our mission is to meet the evolving needs of our clients through unwavering professionalism and exceptional customer service. Driven by a pursuit of excellence, we strive to enhance every aspect of our operations, ensuring optimal outcomes for our clients.

We are recruiting to fill the position below:

Job Title: Head of Operations

Location: Lagos
Employment Type: Full-time

Job Summary

• The Head of Operations will own and scale end-to-end operations across international freight forwarding, domestic/local logistics, e-commerce fulfillment, and food delivery logistics.
• This role is accountable for operational strategy, P&L, regulatory & food-in-transit compliance, technology integrations (WMS/TMS/OMS/merchant & rider apps), vendor & partner management, and delivering measurable service, cost and customer experience outcomes through people, process and technology.

Responsibilities

• Lead and coordinate daily operations across international freight (air/sea/land), warehousing, e-commerce fulfillment, local last-mile logistics and food delivery services.
• Define and operate service models, SLAs and pricing/cost-to-serve frameworks for each business line; ensure them are aligned to commercial targets.
• Ensure compliance with national and international regulations and standards (customs documentation, IATA/IMO, port/terminal rules, and food-in-transit best practices).
• Design and enforce food-delivery SOPs: secure handoffs, packaging handling, hot/cold bag protocols, contactless delivery, proof-of-delivery and incident reporting.
• Own vendor and carrier relationships (negotiation, contract SLAs, carrier consolidation, dispute resolution) and manage vendor performance scorecards.
• Manage integrations and data flows across OMS, marketplaces, POS, payment gateways, WMS and TMS to ensure accurate order flow, inventory and settlement.
• Plan capacity and resource allocation for peaks (promotions, meal times, seasonality) including micro-hub strategy and surge rider/fleet staffing.
• Lead fleet and rider management: recruitment, onboarding, training, safety, incentives, cash handling (if COD) and performance management.
• Drive continuous improvement (Lean/Six Sigma approaches), pilot automation and visibility tools (real-time tracking, route optimization), and implement root-cause fixes for repeat issues.
• Own P&L for operations; drive cost reductions, margin improvement and operational KPIs.
• Manage major escalations for merchants and customers; ensure swift remediation and post-incident reviews.
• Build and mentor operations leadership and frontline teams; set clear KPIs and development plans.

Job – Specific Responsibilities

• International logistics: Customs clearance playbook, bond/temporary import handling, cross-border claims handling, landed cost estimation, partner network across key trade lanes.
• E-commerce: Marketplace integrations, SKU/ASIN management, packing standards, returns & reverse logistics SOPs, SLA tiers (same day / next day / standard).
• Food ordering: Cold chain SOPs, partner onboarding for restaurants, live order tracking for customers, rider incentives and safety, subscription/bulk order fulfilment.
• Local logistics/last-mile: Dynamic routing, zonal pricing, micro-hubs, cash-on-delivery reconciliation, rider/customer verification and proof-of-delivery policies.

Requirements

• Degree or HND in Supply Chain/Logistics, Business or a related field.
• 8+ years’ progressive operational experience across freight forwarding, warehousing, last-mile and/or e-commerce — with demonstrable experience in scaling multi-channel operations.
• Experience managing merchant/marketplace flows, rider networks or last-mile delivery operations.
• Strong knowledge of customs processes, international shipping documentation and basic food-in-transit safety.
• Practical experience with WMS/TMS/OMS integrations and data-driven reporting (Excel/BI tools).
• Excellent negotiation, stakeholder management and people leadership skills.
• Certifications (CILT, IATA DG, APICS/CSCP, HACCP/food safety awareness).
• Prior experience in Nigeria/West Africa logistics or scaling food delivery/e-commerce operations.
• Exposure to cold-chain handling and temperature monitoring solutions.

Salary
N1,000,000 / month.

Application Closing Date
26th December, 2025.