PURPOSE
OpenAgri (Pty) Ltd is a development house focused on building innovative agricultural technologies, with our base client being the agricultural software company, AgrigateOne.
As the Operations Team Lead, you are the critical link between the Data Controller (support) team and the wider company, including the Head of Client Operations and the Product, Engineering, and Data Teams. Your primary purpose is twofold:
- Operational Team Leadership: Formally lead and mentor the Data Controller team, managing the Hubspot support process and ensuring all support functions are executed efficiently and accurately.
- Process & Automation Focus: Drive the maturity of internal support and operational processes. You will work with the Head of Client Operations and development teams to translate operational needs into platform improvements, with a strong focus on moving the team towards automation and greater efficiency.
This role requires proven operational expertise, strong internal stakeholder management, and the ability to mentor and formally lead the Data Controller team
OBJECTIVES (main duties and responsibilities)
The role is structured around three core pillars: Operational Team Management, Process Improvement & Automation, and Data Integrity
1. Operational Team Management
- Team Leadership & Mentorship: Formally lead, mentor, and coach the Data Controller (operational support) team, fostering expertise in platform use, problem-solving methodologies, and data integrity.
- Support Process Management: Take full ownership of the Hubspot support process, ensuring support tickets are managed efficiently, prioritised effectively, and resolved within agreed SLAs.
- Workflow & Task Management: Manage the daily workflow of the Data Controller team, ensuring tasks related to data entry, routine exception handling, and internal support are prioritised efficiently.
- Performance & Resource Planning: Provide formal performance input for the Data Controller team to the Head of Client Operations. Assist with resource planning, scheduling, and ensuring adequate coverage for critical operational functions.
2. Process Improvement & Automation
- Process Ownership: Take full ownership of key internal support processes and feature sets, including the integrity and quality of shipment creation and associated logistics workflows.
- Exception Leadership: Lead the internal process for managing operational exceptions, determining root causes, and implementing long-term configuration, automation, or process solutions.
- Automation Focus: Proactively identify opportunities for automation within the support and operational workflows. Work with the Head of Client Operations and development teams to scope and implement these automation initiatives.
- Process Improvement: Drive internal process maturity by developing standards and documentation (SOPs) for efficient operational support.
3. Data Integrity & Cross-Functional Collaboration
- Data Flow Analysis: Develop an expert-level understanding of how external business processes translate into internal data flows to inform support processes and automation logic.
- Data Root-Cause Analysis: Oversee the resolution of root-cause issues for complex data processing errors, working with the Data Controller team to build their diagnostic skills.
- Internal Collaboration: Effectively collaborate with the Head of Client Operations, Data Team, and Product/Engineering teams to ensure alignment on operational priorities, support challenges, and platform improvements.
- Feedback Loop: Translate operational pain points and support trends into defined data acquisition and system configuration requirements for the Data and Development teams.
ROLE REQUIREMENTS
Formal Qualifications
Required: A degree in Logistics, Supply Chain Management, Business Administration (BBA), Engineering, Computer Science, Mathematics, or Agricultural Economics.
Driver’s licence (The role includes travel for client engagement and site visits).
Experience
- Mandatory: Minimum 3 years’ experience in a logistics provider, perishable commodity agent / retailer, or commercial farming company in a dedicated operational, logistics, or client-facing account management role.
- Mandatory: Proven experience in managing high-stakes client/supplier relationships.
- Mandatory: Demonstrable experience in analyzing, optimising, and documenting complex operational processes and/or logistics operations.
Knowledge & Skills
- Expert Analytical Skills: Strong numerical, analytical, and advanced problem-solving capabilities, with expert proficiency in data management tools, especially Microsoft Excel or similar analytical software.
- Client Management Acumen: Demonstrated ability to manage strategic client relationships, influence senior stakeholders, and communicate credibly and effectively at all levels.
- Leadership & Mentorship: Proven ability to lead, mentor, or guide a function/team, prioritise complex workloads, and manage high-pressure situations.
- Operational Process Design: Deep understanding of logistics, supply chain, or operational processes, with experience in process mapping and optimisation.
- Communication: Exceptional verbal and written communication skills in English, suitable for both technical teams and C-suite clients.
- Detail-Oriented: Excellent attention to detail and ability to ensure data accuracy and workflow integrity across complex systems.
Languages
English
Afrikaans (Beneficial)
CULTURE
- Someone to enhance the positive company culture with a high emphasis on morals, values and diversity
- Preferably someone with a passion for/experience in the agriculture and /or logistics & technology industries
- A go-getter that can grow with the company.
COMPANY OVERVIEW
Visit our About Us page to discover more about our culture, work ethic, and vision.