Care Centre & Refurb Manager

 ## We are looking for a Care Centre & Refurb Manager to lead the end-to-end management of M-KOPA's Care Centre and Refurbishment operation, overseeing Team Leads and repair technicians who handle reworks, repairs, and refurbishment of returned and second-life devices.  **This role offers the opportunity to lead a technically complex, commercially critical operation that sits at the heart of M-KOPA's product quality and customer satisfaction story.** You'll manage refurbishment throughput, build and develop repair technician teams, own external brand partnerships, and serve as custodian of the care partner CRM system. Working closely with the Process Engineer, you'll identify recurring product issues, implement corrective actions, and ensure every returned device is restored to optimal condition. Your operation doesn't just fix phones—it recovers value, protects customer trust, and keeps M-KOPA's product quality reputation intact.  ## **About Us** We foster a culture where technical excellence meets operational discipline. Our team values quality-first thinking, proactive backlog management, and leadership that develops technicians into specialists. You'll be empowered to make operational decisions, manage external partner relationships, and drive continuous improvement initiatives that directly contribute to production efficiency and customer satisfaction, working in a dynamic manufacturing environment where your leadership determines how quickly and how well we restore devices at scale. At M-KOPA, our Care Centre & Refurb operation isn't just a repair shop—it's a quality recovery engine that extends the life of devices, protects customer relationships, and generates second-life product value that supports our mission of making technology affordable and accessible across Africa.  # In this role, you would be responsible for: **Team Leadership** - Supervising, mentoring, and guiding Care Centre and Refurb Team Leads and repair technicians - Ensuring teams have the resources, tools, and support needed to perform their duties efficiently and effectively - Conducting training sessions to improve technical skills and keep teams updated on new repair techniques, tools, and best practices - Building a high-performance culture where quality standards are non-negotiable and continuous improvement is the default **Production & Backlog Management** - Ensuring sustained production of second-life devices at refurb, proactively managing capacity, staffing, and workflow - Ensuring there is no backlog of devices pending refurbishment through disciplined throughput management - Monitoring production metrics and implementing corrective actions when throughput targets are at risk **External Brand Partnerships** - Acting as the primary point of contact for other brands bringing devices to the Care Centre for repair or refurbishment (e.g., Samsung) - Coordinating service levels, turnaround times, and day-to-day relationship management with external partners - Ensuring partner expectations are consistently met and relationships are proactively managed **CRM Custodianship** - Serving as custodian of the care partner CRM system, ensuring the team captures data correctly and consistently - Ensuring analysis is completed on time to support accurate and timely reporting - Maintaining data integrity standards that enable reliable operational insights **Process Coordination & Quality Assurance** - Coordinating repair and rework processes for customer-returned phones, ensuring timely and effective resolution of all returns - Monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers - Implementing quality control checkpoints that catch issues before they reach customers **Collaboration with Process Engineer** - Working closely with the Process Engineer to identify and address systemic issues that may lead to customer returns - Implementing corrective actions and providing feedback to the assembly line team to prevent future issues - Translating repair trend data into actionable insights that improve product quality upstream **Reporting & Customer Feedback** - Compiling and analyzing data related to repair, rework, and refurb activities including common faults, turnaround times, backlog levels, and resource usage - Reporting findings to the Head of Manufacturing and suggesting process improvements - Providing insights and feedback to the customer service team based on repair trends and issues encountered **Safety & Compliance** - Ensuring all repair and refurb activities adhere to company safety protocols and regulatory standards - Maintaining a safe, compliant working environment for all Care Centre and Refurb team members # Your application should demonstrate: **Education & Experience** - Bachelor's degree in Engineering, Electronics, or a related field (equivalent experience may be considered) - 5+ years of experience in electronics repair or refurbishment operations - At least 3 years in a supervisory or managerial role, preferably in mobile phone repair, refurbishment, or a related industry - Hands-on experience performing repairs alongside the team, especially on complex customer-returned cases **Technical Skills** - Strong understanding of mobile phone repair processes, diagnostic tools, and quality control methods specifically in the context of customer returns - Proficiency with CRM systems, with a track record of ensuring accurate data capture and producing timely analysis and reporting - Familiarity with refurbishment production workflows and throughput management **Leadership & Management Skills** - Proven ability to lead and motivate a team, manage workflow, and resolve conflicts - Experience developing repair technicians and Team Leads through structured training and coaching - Track record of managing teams in high-volume, quality-critical environments **Analytical & Problem-Solving Skills** - Strong problem-solving abilities with a focus on identifying root causes and implementing effective solutions to reduce customer returns - Ability to analyze repair trend data and translate findings into process improvement recommendations - Data-driven approach to backlog management and production optimization **Stakeholder & Partner Management** - Experience managing external partner or OEM/brand relationships, including agreeing service levels and coordinating cross-organizational workflows - Strong verbal and written communication skills for coordinating with stakeholders, reporting to management, and training staff - Ability to manage multiple partner relationships simultaneously without compromising service standards If the above is of interest to you, please apply. ## **Why M-KOPA?** At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at [****](http://m-kopa.com).  *Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.*  ***Important Notice*** *M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.* *M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.* *M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.* *Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.* *If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.*