Chief Customer Operations Officer (Chief COPs) ( Internal/External)

At Safaricom Ethiopia, we are a purpose‑ led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In less than five years, we have grown to serve 15 million customers, with our network now reaching 62% of Ethiopia’s population — a testament to our bold vision and trusted partnerships. Guided by our core values of customer obsession, innovation, integrity, and collaboration, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That is why, for three consecutive years, we have proudly earned the Top Employer Award — recognition of our unwavering commitment to fostering a supportive, innovative, and inclusive environment. Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future Role Purpose The Chief Customer Operations Officer is accountable for interpreting Safaricom Ethiopia’s customer operations strategy into consistent, high-quality execution across all assisted, physical and operational service channels. The role provides leadership for call center, retail customer experience and capability, M-PESA customer operations, back-office fulfilment and Enterprise Business customer management. The role holder is expected to establish one integrated operating model, service standards and governance framework across Consumer, M-PESA and Enterprise Business, ensuring Safaricom Ethiopia’s customers receive simple, reliable and differentiated service while the company improves first-contact resolution, turnaround time, digital adoption, productivity and cost-to-serve. Reporting to the Chief Executive Officer, the role leads to customer operations transformation through data, technology, automation, process excellence and frontline capability. It owns executive-level service performance, customer recovery and cross-functional resolution to common issues, while building a high-performing, customer-obsessed team in all its sub-functions.