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Wave Mobile Money is building financial services across Sub-Saharan Africa to make the continent cashless. The company operates in 9 countries with millions of users and is backed by top-tier investors including Sequoia, Stripe, and Y Combinator.
As Partner Operations Team Lead, you will manage the Partner Operations team responsible for integrating bill payment services across Wave's customer, agent, and business applications. You'll lead a high-performing team of Partner Operations Representatives, ensuring seamless partner integration, reliability, and availability of payment services.
Key responsibilities include:
- Leading, coaching, and mentoring Partner Operations Representatives
- Planning team activities, schedules, and work assignments
- Managing and resolving partner cases and issues escalated from customer support
- Analyzing data (Sigma charts) to inform decisions for internal teams and partners
- Maintaining clear communication with users about issues, claims, and outages
- Escalating cases and outages to appropriate teams (customer support, product, engineering, finance, compliance)
- Coordinating across multiple teams to support partners effectively
- Creating clear public announcements about service matters
- Addressing bugs and partner requests with the integrations team
- Communicating precise partner requirements to engineering with minimal product manager intervention
You'll work from the Abidjan office with potential travel to field locations. This is a permanent position with competitive salary, health insurance for you and dependents, 26 weeks parental leave for mothers (4 weeks for fathers), subsidized childcare, airtime reimbursement, free food, and office space.
Requirements:
- Fluency in English, French, and a local language
- Bachelor's degree in IT or related discipline
- At least 4 years of experience in partner operations, customer service, or back office roles
- At least 2 years of experience as a team lead
- Deep technical expertise that drives team standards
- SQL competence preferred but not required
- Work authorization in Côte d'Ivoire required
Ideal candidates will have: strong problem-solving and ownership mindset, excellent organizational and time management skills, ability to identify innovative strategies, understanding of financial services (banking, fintech, or telco), strong analytical skills, experience eliciting and documenting requirements, experience developing payment/reimbursement processes, proven ability to lead teams through coaching and mentorship, adaptability to changing priorities, meticulous attention to detail, and excellent listening and communication skills.
