What you will own

Agent success and growth execution (B2C/B2B2C)

• Improve agent onboarding and activation (first transactions + habit formation)
• Build retention and reactivation loops using practical programs and messaging
• Segment agents (power users vs long tail) and tailor playbooks per cohort
• Lead enablement through training, support content, and community engagement
• Partner with Sales/BD and insurers to improve agent outcomes end-to-end

Customer success and service quality

• Own support performance (SLA discipline, resolution speed, backlog health)
• Reduce repeat issues by driving root-cause closure with Product/Engineering and partners
• Improve agent experience through clear communication and proactive problem-solving
• Establish and maintain playbooks for onboarding, support, escalations, and incident comms

Operating rhythm and execution discipline

• Run a weekly operating cadence with a clear scorecard and follow-through
• Align Ops, Support, Growth, and Engineering priorities so execution is predictable
• Ensure smooth launches for new insurers/products via operational readiness checklists
• Build a high-ownership culture with clear accountability

Reliability and performance interface (with Engineering)

• Translate agent pain into prioritized operational and platform improvements
• Improve incident communication, release readiness, and service stability
• Track reliability/service metrics and drive continuous improvement

What success looks like (6–12 months)

• Increased active usage (WAT/MAT) and stronger activation/retention cohorts
• Reduced support backlog, faster resolution times, fewer repeat issues
• A consistent weekly operating scorecard and execution cadence
• Better reliability experience for agents and fewer escalations
• Lean, repeatable playbooks that make the business easier to scale

What we’re looking for

Required experience

• Experience running operations and/or growth in a B2C or B2B2C distribution environment (agent/merchant networks, agency banking, telco distribution, fintech field ops, marketplace ops, logistics/last-mile ops, or similar)
• Proven ability to improve customer success outcomes (SLAs, retention, service quality, repeat-issue reduction)
• Strong execution discipline: you can run a cadence, define metrics, and deliver outcomes
• Comfortable partnering closely with Product/Engineering to solve operational problems and close root causes
• Hands-on leadership: you build, coach, and hold teams accountable in a lean environment
• Local execution fluency: evidence you can operate effectively with Kenyan field/distribution teams and earn trust quickly