Head of Customer Ops Reporting & VB Care

About the role

We are looking for a Head of Customer Operations Reporting & VB Care to lead end‑to‑end support for Vodacom Business customers, including enterprises, public institutions, M‑Pay billers, indirect sales partners and fixed‑line customers. The role will turn customer feedback and data into actionable insights and drive the department’s strategic agenda.

Key responsibilities

• Align department reports with business objectives and KPIs, delivering regular consolidated reporting to local and group management.
• Provide qualitative and quantitative analysis to guide strategic decisions and support insight projects using big‑data and customer‑feedback tools.
• Lead the Vodacom Business Support Strategy, coordinating with channel and product owners to ensure action plans for all customer segments, including fixed services.
• Identify service and experience gaps, define training needs, and ensure a seamless support experience for both consumer and business fixed‑line customers.
• Act as custodian of the Customer Operations Strategy blueprint, partnering with business heads to deliver strategic projects on schedule.

Required profile

• Degree in Business Administration or a related field.
• At least 3 years of experience in customer service operations, business analysis or programme management; 3 + years in customer experience, sales/marketing or commercial strategy.
• Detailed knowledge of telecom customer service operations; experience with fixed‑service support is a plus.
• Strong analytical ability, process‑orientation and excellent communication and influencing skills.

Required skills

• Big‑data analysis tools.
• Customer feedback and insight platforms (e.g., VoC, social listening, NPS, surveys).