Customer Engagement Manager

Location: Onsite in Addis Ababa, Ethiopia

Company

hirify.global is an off-grid solar energy company combining solar products, pay-as-you-go financing, field operations, and customer services to expand energy access.

What you will do

• Establish operating models, targets, KPIs, and industry-standard processes for customer engagement and service teams.
• Oversee call center and field team performance, including outbound calls, SLAs, peak-period metrics, and service quality.
• Build team capability through briefings, coaching, mentorship, structured manager development, and quarterly performance appraisals.
• Manage attendance, shrinkage, disciplinary matters, performance follow-up, and accountability across teams and managers.
• Evaluate workforce capacity, skills, structure, resources, systems, and tools to maintain effective operations.
• Coordinate with Operations, Finance, HR, Sales, and field stakeholders across the Ethiopia market.

Requirements

• 3+ years of experience managing call center operations in a large-scale team at manager level.
• Bachelor’s degree or equivalent qualification.
• Strong data interpretation, research, organizational, communication, negotiation, and relationship-building skills.
• Experience motivating, mentoring, and working effectively with culturally diverse teams.
• Knowledge of staff engagement and team motivation practices.

Culture & Benefits

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• Open-minded and collaborative culture focused on innovation and impact.
• Multicultural working environment with colleagues from different geographies and backgrounds.
• Structured learning and development programs through the Sun Center for Leadership.
• Commitment to a diverse and inclusive workplace.