Onboarding Operations Manager

Sales & Marketing Jobs, Zeno Jobs. Responsible for managing end-to-end customer onboarding operations, coordinating documentation and verification processes, monitoring onboarding performance, resolving operational issues, improving workflows, and working with sales, operations, finance, and other teams to ensure smooth customer activation. Requires a Bachelor’s degree in Business Administration, Operations, or a related field. The position is based in Nairobi and requires significant travel across Kenya.

The Role

• The Onboarding Operations Manager will own the operational experience from loan approval/deposit payment through to bike delivery and customer onboarding. The role will focus on reducing turnaround times, improving customer experience, and ensuring strong execution across Zeno retail and financing/fleet partners. You will lead and oversee the Onboarding Associates responsible for retail customer onboarding, while working closely with Sales, Finance, Operations, Customer Experience, and partners to identify bottlenecks and improve processes. This is a highly detail-oriented role with a strong focus on efficiency, KPIs, people management, and execution.

Key Responsibilities

Customer Onboarding & TAT

• Manage and continuously optimise the customer journey from confirmed purchase through to bike handover and training.
• Lead and oversee the Onboarding Associates responsible for retail customer onboarding, ensuring high-quality execution and adherence to process.
• Ensure customers move smoothly through final requirements, payment, scheduling, and delivery.
• Track TAT, identify bottlenecks, and proactively resolve customer or process issues.
• Improve handoffs and accountability across Sales, Finance, Operations, and Customer Experience.

Partner Operations & Customer Training

• Work hands-on with financing and fleet partners to improve onboarding and delivery processes and ensure agreed SLAs are met.
• Monitor partner performance and resolve recurring operational issues.
• Ensure customers receive everything they need to know about Zeno and the product, across both Zeno retail and partner channels.
• Refine customer and partner training materials, SOPs, and digital/in-person training to deliver a consistent onboarding experience.

Performance & Continuous Improvement

• Own visibility on key onboarding KPIs, including approval/deposit-to-delivery TAT, delivery completion, and customer experience.
• Use data and customer feedback to identify friction, root causes, and opportunities for improvement.
• Drive process improvements and automation to increase operational efficiency.
• Ensure actions are implemented, measured, and followed through to completion.

Qualifications

• 4+ years of experience in operations, sales operations, onboarding, customer operations, fintech, financial services, mobility, e-commerce, or another high-volume environment.
• Experience managing or supervising teams, with strong ownership of execution and performance.
• Strong experience improving processes, customer journeys, and turnaround times.
• Highly analytical, extremely detail-oriented, and strong on execution and follow-through.
• Strong problem-solving and process-thinking skills, with a bias towards action.
• Excellent cross-functional communication skills and ability to work with internal teams and external partners.
• Comfortable using data, dashboards, Excel/Google Sheets, and CRM/workflow tools.
• Familiarity with bike financing, vehicle/motorcycle operations, or asset-financing businesses is a strong plus.

The Person We’re Looking For

• We are looking for someone who is highly detail-oriented, critically minded and obsessed with getting things done efficiently. You will be expected to identify problems, find the root cause, implement solutions, and measure the impact — while ensuring the team delivers consistently against operational KPIs.

How to Apply

Click here to apply