Head of Operations / Concierge Lead

Own the daily concierge pipeline — bookings, shortlists, placements, and escalations — in the Pukena admin console.

About the role

•This is our first ops hire and the most critical role in the company after the founder.
•You will run Bookings, For bookings, Placements, and day-to-day Operations tabs end-to-end.
•Ideal background: domestic agency ops, estate HR, or high-touch service operations in Lagos.

•Confirm processing fees and move bookings through shortlist → client accept → placement
•Build shortlists from verified PukenaPro profiles matched to employer requirements
•Coordinate resumption, replacements, and service tickets with empathy and speed
•First response on complaints; document and escalate serious cases
•Weekly ops report: pending verifications, open bookings, active placements

•3+ years in operations, concierge, or agency placement (domestic staffing strongly preferred)
•Excellent phone and WhatsApp communication with executives and staff
•Detail-oriented — comfortable living in a web admin console daily
•Calm under pressure; can prioritize without dropping follow-ups
•Based in Lagos or willing to relocate

Day-to-day, you'll live in the Pukena admin console. These are the tabs this role owns or supports:

Tab	Ownership
Bookings	Primary owner
For bookings	Primary owner
Placements	Primary owner
Operations	Primary owner
PukenaPro	Queue management with Verification
Complaints	First response
Lifecycle	Primary owner
Attendance	Primary owner