{"id":1920040,"url":"https://alion.io/job/zeno-onboarding-operations-manager","title":"Onboarding Operations Manager","company":{"id":2573297,"name":"ZENO","domain":"zeno.earth","url":"https://alion.io/company/zeno-earth","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":69000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2127},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false}],"status":"live","first_seen_at":"2026-09-23T10:35:00Z","employer_posted_date":null,"last_verified_at":"2026-09-23T10:35:00Z","board_verified":false,"closed_at":null,"days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"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.\n\nThe Role\n\nThe 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.\n\nKey Responsibilities\n\nCustomer Onboarding & TAT\n\nManage and continuously optimise the customer journey from confirmed purchase through to bike handover and training.\n\nLead and oversee the Onboarding Associates responsible for retail customer onboarding, ensuring high-quality execution and adherence to process.\n\nEnsure customers move smoothly through final requirements, payment, scheduling, and delivery.\n\nTrack TAT, identify bottlenecks, and proactively resolve customer or process issues.\n\nImprove handoffs and accountability across Sales, Finance, Operations, and Customer Experience.\n\nPartner Operations & Customer Training\n\nWork hands-on with financing and fleet partners to improve onboarding and delivery processes and ensure agreed SLAs are met.\n\nMonitor partner performance and resolve recurring operational issues.\n\nEnsure customers receive everything they need to know about Zeno and the product, across both Zeno retail and partner channels.\n\nRefine customer and partner training materials, SOPs, and digital/in-person training to deliver a consistent onboarding experience.\n\nPerformance & Continuous Improvement\n\nOwn visibility on key onboarding KPIs, including approval/deposit-to-delivery TAT, delivery completion, and customer experience.\n\nUse data and customer feedback to identify friction, root causes, and opportunities for improvement.\n\nDrive process improvements and automation to increase operational efficiency.\n\nEnsure actions are implemented, measured, and followed through to completion.\n\nQualifications\n\n4+ years of experience in operations, sales operations, onboarding, customer operations, fintech, financial services, mobility, e-commerce, or another high-volume environment.\n\nExperience managing or supervising teams, with strong ownership of execution and performance.\n\nStrong experience improving processes, customer journeys, and turnaround times.\n\nHighly analytical, extremely detail-oriented, and strong on execution and follow-through.\n\nStrong problem-solving and process-thinking skills, with a bias towards action.\n\nExcellent cross-functional communication skills and ability to work with internal teams and external partners.\n\nComfortable using data, dashboards, Excel/Google Sheets, and CRM/workflow tools.\n\nFamiliarity with bike financing, vehicle/motorcycle operations, or asset-financing businesses is a strong plus.\n\nThe Person We’re Looking For\n\nWe 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.\n\nHow to Apply\n\nClick here to apply","description_format":"text","description_chars":3922,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Kenya","iso":"KE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities"],"lifecycle":[{"event":"open","at":"2026-10-05T17:47:00Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":0.85,"p_active":0.791,"p_room":0.55,"age_days":19,"expected_fill_days":19,"reasons":["seen:19","urgency","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/zeno-onboarding-operations-manager","json_url":"https://alion.io/job/zeno-onboarding-operations-manager.json","meta":{"generated_at":"2026-10-14T01:55:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2883,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2573297},"rest":"https://alion.io/mcp/rest/get_company?id=2573297"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzeno-onboarding-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzeno-onboarding-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzeno-onboarding-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zeno-onboarding-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzeno-onboarding-operations-manager"}]}