Head of Care+ Ecosystem

🚀 Head of Care+ Ecosystem — Dubai HQ

Trust Infrastructure for Device Financing in Emerging Markets

Dubai HQ (relocation) + regular business trips to operations countries

(Nigeria, Kenya, Tanzania, Ghana, Uganda, and other emerging markets)

We are building trust infrastructure for device financing in emerging markets — where millions of customers finance smartphones but do not trust banks, services, or promises.

Care+ is not a warranty department.

It is an ecosystem of trust around the device: replacement, refurbishment, anti-fraud, service operations, and lifecycle management.

We are looking for a Head of Care+ Ecosystem — a founding-level operational leader who will build and scale the entire after-sales infrastructure across multiple countries.

This role builds the department almost from zero — from 2 people to 8+ senior team members during the first 18 months.

What is Critically Important (must-have experience)

— Practical experience in smartphone/consumer electronics certification in China

— Real experience working with factories, certification labs, ODMs, and engineering teams

— Understanding of factory documentation flow, typical bottlenecks, and “where things actually break.”

— Experience with local device certification in Africa / SEA / LATAM countries

— Understanding of local regulatory reality and launching devices in emerging markets

— Deep understanding of spare parts movement and after-sales logistics

— Understanding of how spare parts actually move: factory → distributor → ASC → customer

— Experience working with authorized service centers (ASC)

— Understanding of SLA, replacement economics, refurbishment, and warranty operations

— Understanding of local logistics reality in emerging markets, not only processes “on paper”

— Experience hiring first-level local Service / After-Sales Managers

— Ability to identify strong local operators “on the ground.”

— Experience managing managers who work locally in-country but functionally report to HQ

— Experience building a controllable regional structure

— Own network of service / after-sales contacts in Africa or SEA is a major advantage

— Experience building standardized operational frameworks for multi-country operations

— Creation of SOPs, audit standards, escalation flows, and service protocols

— Ability to establish consistent service quality across countries with different levels of market maturity

— Ability to transform “manual management” into scalable operational infrastructure

— Process discipline and reporting culture are non-negotiable

— Experience working in the Dubai HQ of international companies

— Experience working in: Nigeria, Kenya, Tanzania, Ghana, Uganda, Côte d’Ivoire, and other African countries

— Experience in organizations such as Samsung, Transsion, Xiaomi, OPPO, vivo, realme, Huawei, HMD/Nokia

— Understanding of how emerging markets operations really work outside corporate presentations

— Experience in device financing / BNPL / smartphone financing ecosystems is a major advantage

— 8+ years of experience in service / after-sales / operations management

— Multi-country operations experience

— Experience building and scaling teams

— Strong analytical and operational mindset

— English fluent (mandatory)

— Willingness to travel: approximately 6–10 days/month during launch phase, with gradual reduction of travel load as operations scale

Area of Responsibility

— Building and managing the Care+ ecosystem

— Device certification in new markets

— Development of service center network

— Spare parts and refurbishment operations

— Hiring, training, and functional management of local Service Managers

— Anti-fraud strategy and operational audit

— Distributor and ASC relationship management

— Building scalable operational infrastructure across multiple countries

— Senior-level compensation structure discussed individually based on interview results

— Includes fixed base, transparent KPI bonus structure, and long-term participation opportunity

— Transparent KPI mechanism

— Grace period during the first 2 months

— Dubai HQ leadership role

— International multi-country scope

— Long-term leadership growth opportunity within the ecosystem

Year 3+: COO-track / senior ecosystem leadership

What is Important for This Role

We are looking for someone who:

— understands the difference between reports and reality

— knows how to build controllable operations

— is capable of building discipline and standards

— can operate in the complex field reality of emerging markets

— can simultaneously manage people, processes, and risks

If you know how to build a controllable after-sales infrastructure in environments where processes on paper and processes in reality are two different things, we would like to speak with you.