Location: Accra

Employment Type: Full-Time

Company: Tap & Order Ghana

Industry: Mobility • Marketplace • Delivery

About Tap & Order

Tap & Order is a Super App that is about to transform how people in Ghana shop, move, deliver, and access everyday services. Our platform integrates a marketplace, ride-hailing, courier services, shuttle mobility, and professional service bookings — all in one seamless ecosystem.

We are looking for a highly driven, organized, and strategic Operations Manager to lead our daily operations and help scale Tap & Order.

Role Overview

The Operations Manager will oversee all marketplace, mobility, and delivery operations within Tap & Order. You will manage vendors, drivers, riders, customer experience, and field activations while ensuring smooth and efficient service delivery.

This role requires a proactive leader who understands Ghana’s market, thinks fast, solves problems, and can build systems that scale.

Key Responsibilities

Marketplace & Vendor Operations

• Lead vendor onboarding for restaurants, shops, pharmacies, and service providers

• Oversee menu/product uploads, pricing, and vendor activation

• Ensure vendor performance, compliance, and customer satisfaction

• Build strong relationships with vendors and support them daily

Mobility & Delivery Operations

• Manage recruitment, training, and activation of riders, drivers, and shuttle operators

• Coordinate trip availability, supply balance, and real-time dispatch

• Handle escalations, delays, cancellations, and operational gaps

• Ensure all mobility categories (cars, taxis, bikes, tricycles, mini trucks, shuttles, etc.) operate smoothly

Customer Experience & Support

• Oversee customer service team and ensure fast problem resolution

• Monitor order flow, track issues, and maintain high customer satisfaction

• Implement systems to reduce errors, delays, and complaints

Field Operations & Activation

• Lead on-ground vendor acquisition and rider/driver recruitment campaigns

• Monitor activity in high-demand zones and design operational improvements

• Work with marketing to execute campaigns and promotions

Data, Reporting & Performance

• Analyze daily orders, trips, cancellations & operational metrics

• Identify bottlenecks and implement continuous improvements

• Prepare weekly and monthly performance reports

Leadership & Growth

• Develop SOPs, checklists, and operational systems

• Train team members and foster a strong execution culture

• Support management in strategic expansion across Ghana

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Management, or related field

• 2–5 years experience in operations (preferably in logistics, delivery, or ride-hailing)

• Strong leadership, communication, and people management skills

• Ability to work under pressure in a fast-paced startup environment

• Strong analytical skills and understanding of data

• Experience managing vendors, riders, drivers, or logistics teams is an advantage

• Ability to solve problems quickly and confidently

What We’re Looking For

• Someone who takes ownership — not waiting for instructions

• Someone who loves structure, systems, and efficiency

• Someone who can manage teams on the field and online

• Someone hungry to grow with a rising brand