Operations & HR Manager at Vitalvida

Vitalvida is an established e-commerce company based in Lagos. We sell via landing pages and social media, operating a Cash-on-Delivery (COD) model with third-party delivery agents across Nigeria. We process about 40 orders per day and are rebuilding our operations team after a break. The founder is focused on building our ERP system and managing other business interests. We need a strong Operations & HR Manager to run the day-to-day business independently.

We are recruiting to fill the position below:

Job Title: Operations & HR Manager

Location: Oyingbo, Ebute Metta, Lagos
Employment Type: Full-time

The Role

• You will be the CEO's right hand — running the entire operation so the founder can focus on technology and growth. You'll manage a team of 4-5 people, ensure orders flow smoothly from lead to delivery, and handle all people matters.
• This is not a support role. You ARE the business on the ground.
• If something goes wrong, you fix it. If someone underperforms, you handle it. If there's a decision to make, you make it. The founder will check in weekly, not daily.

What You'll Own

Operations (80% of your time):
Order Flow Management:

• Ensure leads are called within 5 minutes
• Monitor telesales confirmation rates and delivery success
• Track dispatch and DA coordination
• Resolve bottlenecks in the order-to-delivery pipeline

Team Supervision:

• Daily standups with team
• Monitor performance dashboards and KPIs
• Hold people accountable — address issues immediately
• Escalate only critical decisions to founder

Delivery Agent Oversight:

• Ensure DA onboarding is done properly (guarantor verification)
• Monitor DA remittances and flag shortages
• Approve DA payouts after reconciliation
• Handle DA disputes and terminations

Financial Oversight:

• Review daily bank reconciliation (Bookkeeper prepares, you approve)
• Approve expenses within your budget
• Monitor cash flow and flag concerns
• Ensure payroll is processed correctly

Customer Escalations:

• Handle complaints that telesales/CS can't resolve
• Make decisions on refunds, replacements, disputes
• Protect company reputation

Quality Control:

• Listen to telesales calls randomly
• Review WhatsApp customer communications
• Audit stock reconciliation weekly
• Ensure processes are followed

HR (20% of your time):
Hiring:

• Post jobs, screen applications, interview candidates
• Make hiring decisions (final approval from founder for senior roles)
• Coordinate with founder on headcount and budget

Onboarding:

• Set up new hires: workspace, tools, access
• Conduct orientation and training
• Assign buddy/mentor for first week
• Set expectations and probation goals

Performance Management:

• Set KPIs for each role
• Conduct monthly 1-on-1s
• Give feedback — praise good work, correct poor performance
• Handle performance improvement plans (PIPs)
• Recommend promotions, raises, terminations

Staff Issues:

• Resolve conflicts between team members
• Handle complaints and grievances
• Maintain discipline — lateness, absence, misconduct
• Ensure positive work environment

Payroll Coordination:

• Work with Bookkeeper to ensure accurate salary/commission data
• Approve final payroll before processing
• Handle salary-related queries from staff

Compliance:

• Ensure staff have proper documentation (ID, guarantor)
• Track leave and attendance
• Maintain personnel files

Your Team
 

You manage 4-5 people directly and oversee 5-10 DAs indirectly.

Key Metrics You'll Be Judged On

Reporting Structure
FOUNDER / CEO:

    │
    └── YOU (Operations & HR Manager)
            │
            ├── Telesales Agents
            ├── Dispatch & Inventory Coordinator
            └── Bookkeeper

You report to the Founder: weekly check-in, monthly review.

You have authority to:

• Hire/fire junior staff (with founder notification)
• Approve expenses up to ₦50,000
• Make operational decisions without approval
• Discipline staff as needed

You escalate to Founder:

• Hiring/firing senior roles or Ops decisions over ₦50k
• Major customer issues or legal matters
• Strategic decisions (new products, expansion)
• Budget overruns or cash flow concerns

Working Hours:

• Monday to Saturday: 8:00am - 6:00pm
• Must be first to arrive and last to leave (lead by example)
• On-call for emergencies outside hours
• Some flexibility once team is stable

Who We're Looking For
Required - You MUST Have:

• Candidates should possess a Bachelor's Degree with 4-6 years experience in operations management
• Direct experience in COD e-commerce (landing page/social media sales model) — NOT marketplace
• Managed teams of 5+ people (not just coordinated — actually managed)
• Experience with delivery agent networks and cash reconciliation
• Hired, onboarded, and fired people before
• Strong decision-making — you don't wait to be told what to do
• Excellent communication — written and verbal, no "kindly revert back" nonsense
• Based in Lagos with easy commute to Oyingbo/Ebute Metta
• Available to work Monday - Saturday

Strong Advantage:

• Built or scaled a COD e-commerce operation before
• Experience with telesales team management
• Familiar with Profit First or financial discipline
• HR certification or training (CIPM, SHRM, etc.)
• Experience with ERP systems

Dealbreakers (Don't Apply If):

• You've never worked in COD e-commerce
• You need someone to tell you what to do every day
• You've only "coordinated" teams, never truly managed them
• You can't handle conflict or difficult conversations
• You've never hired or fired anyone
• You think HR is just about paperwork
• You cannot prove you have done this role before — no offer letters, no payslips, no evidence

What Success Looks Like
After 30 Days:

• Team fully onboarded and trained
• All processes documented and running
• Daily/weekly reporting rhythm established
• You've identified and fixed at least 3 operational gaps

After 90 Days:

• Delivery success rate at 80%+
• Team is stable, motivated, and performing
• You've handled at least one difficult staff situation
• Founder checks in weekly, not daily — you've got it

After 6 Months:

• Business runs without founder involvement
• You've promoted or hired as business grows
• Processes are tight, leakage is minimal
• You're recommending improvements, not just maintaining

Important Information:

• This role requires someone who can run things without the founder
• You will have real authority — and real accountability
• We verify all references — we'll call people you managed, not just your bosses
• The founder is building other businesses — you cannot rely on daily guidance
• If you need hand-holding, this is not the role for you

Come With Proof
If you have done a similar role before, bring evidence:

• Offer letter / appointment letter from previous employer
• Payslips showing your salary at that level
• Reference letters
• Photos, dashboards, reports — anything that shows you actually did the work
• N.B: If you cannot prove you have done this before, the job is not for you. We want seasoned operators, not people who "can learn."

What We Offer

• Salary: N350,000 - N450,000 / Month (based on experience)
• Authority to run the business day-to-day
• Direct access to founder
• Performance bonus tied to business results
• Opportunity to grow as we scale (potential equity discussion later)
• Build something meaningful — not just maintain

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Interview Process

• Application Form - screening questions to verify your experience
• Phone Interview (30 mins) - discuss your background and management style
• In-Person Interview - scenario-based questions, meet the founder. Bring proof of your previous role: offer letters, payslips, reference letters, dashboards, reports.
• Reference Check - we'll call your previous employer and at least one person you managed
• 1-Week Paid Trial - see how you handle real situations

Questions to Ask Yourself

• Can I run a business day-to-day without the owner present?
• Have I actually managed people — hired, trained, disciplined, fired?
• Do I understand COD e-commerce operations deeply?
• Can I make decisions and own the consequences?
• Am I comfortable having difficult conversations with underperformers?
• Can I build a team of high performers?
• Can I keep a team motivated and accountable at the same time?
• Is there a fire of success burning inside me? If you answered YES to all eight — apply now.

Note

• The application form will ask about your management experience, how you've handled difficult staff situations, and your experience with COD e-commerce operations.
• If you've never managed a team or worked in COD e-commerce, this role is not for you.