About this role
About Jumia :
Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.
Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay] . With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.
In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.
Job Overview The First Mile Hub Manager oversees the end-to-end operations of a First Mile hub at Jumia, managing agent workforce, pickup and package processing, and compliance with SLAs, while driving efficiency and service quality across the hub.
What You Will Be Doing
• Oversee day-to-day operations of the First Mile hub, ensuring efficient management of the agent workforce and pickup/package processing activities.
• Manage administrative and operational functions of the hub's agency, including scheduling, resourcing, and workload distribution.
• Lead the training, onboarding, and integration of new officers and agents into hub operations.
• Ensure the associated operational hub complies with SLAs, escalating and resolving compliance gaps as they arise.
• Manage and maintain hub teams and logistics equipment, ensuring optimal utilization and upkeep.
• Oversee package search, tracking, and resolution of misrouted or delayed items.
• Manage the shipping and delivery of packages to logistics partners, ensuring timely handovers.
• Implement and monitor new projects and operational process changes within the hub, adapting quickly to shifts in business needs.
• Monitor hub performance against key metrics (pickup volumes, TAT, SLA adherence), taking corrective action where targets are missed.
• Lead, coach, and performance-manage hub team leads and agents.
• Build and maintain relationships with vendors and pickup partners operating within the hub's catchment.
• Prepare and present regular reporting on hub performance, incidents, and operational issues to senior management.
• Ensure the hub operates in a demanding, fast-paced environment while maintaining flexibility and adaptability to changing priorities.
What We Are Looking For
• Bachelor's degree or equivalent; additional training in logistics, operations, or supply chain management is a plus.
• Proven experience in a similar hub management, logistics, or first-mile operations role, including experience managing teams or supervisors.
• Strong leadership and people management skills, with proven ability to lead and develop agents and team