General Manager / Business Operations Manager
Reports to
Chief Executive Officer
Function
Operations leadership — full P&L exposure across verticals
Location
On-site & Hybrid • Lagos
Type
Full-time, permanent
Direct reports
All Managers
About the Role
This is the most senior operating role in the company outside the founders. As General Manager, you own the daily running of ResQ-X across all three verticals — Rescue, Refuel, and Fleet — and you are accountable for service delivery, operational controls, loss prevention, and unit economics. ResQ-X has just come through a structural restructure on the operations side; we are rebuilding with discipline as a non-negotiable. The right person for this role has run a multi-site, asset-heavy, people-heavy operation before. You will translate the founder's vision into SOPs, dashboards, and a team that runs reliably without daily founder intervention.
Key Responsibilities
- Own daily operations across Rescue (24/7 roadside and towing), Refuel (PMS + AGO delivery), and Fleet (SaaS deployments and customer success).
- Set and hold service-level targets per vertical: dispatch response time on Rescue, on-time delivery and volume accuracy on Refuel, platform uptime and adoption on Fleet.
- Run a daily operations stand-up and a weekly operations review. Publish a weekly operations scorecard to the CEO.
- Design, document, and enforce SOPs for every operational process — fuel loading, volume verification at depot and at customer site, dispatch handover, vehicle inspection, incident reporting.
- Implement and own loss-prevention controls: dual-sign-off on fuel loads, GPS and tank-monitoring telemetry, sealed-load protocols, and daily reconciliation against Finance's volume report.
- Investigate and close out every operational incident with a written root-cause and corrective action. Zero unexplained fuel variance is the standard.
- Own HSE compliance: driver training, PPE, vehicle safety, depot safety, and any regulatory inspections (DPR, LASEPA, FRSC, etc.).
- Manage the company fleet: tankers, recovery vehicles, support vehicles. Own vehicle maintenance schedules, downtime, and utilisation.
- Manage external partners: towing partners, fuel suppliers, depot operators, third-party drivers and recovery operators. Negotiate commercial terms, track performance, and rotate underperformers out.
- Own procurement of operational consumables and assets within delegated authority, with clear approvals above threshold.
- Manage operations staff end-to-end: hiring, onboarding, performance reviews, discipline, and termination — in line with the company's HR framework.
- Build a culture of accountability. Every shift has an owner, every incident has a name on it, every fix has a deadline.
- Develop a leadership pipeline so the company is not single-threaded on you within 12–18 months.
- Partner with Finance on cost-of-service modelling per vertical and per major customer. Be accountable for the operations cost line on the monthly P&L.
- Partner with the BD Executive and Accounts Manager on customer commitments — you signal what is operationally feasible before commercial commitments are made.
- Lead operational input into pricing, capacity planning, and any expansion decisions (new geographies, new product lines).
Performance Metrics
- Service-level adherence per vertical (response time, on-time delivery, platform uptime).
- Fuel and inventory variance held below 0.5% monthly. Zero unexplained losses.
- Vehicle utilisation and uptime targets.
- Cost per dispatch and cost per litre delivered, vs. target.
- Operations staff retention and incident rate (HSE).
- Weekly operations scorecard published every Monday without exception.
Qualifications & Experience
- Minimum 7 years in operations leadership, with at least 3 years running a multi-site or asset-heavy operation.
- Direct experience in any of: downstream petroleum, logistics, last-mile delivery, fleet management, ride-hailing operations, telecom field operations, or industrial services.
- Demonstrable track record of building and enforcing SOPs in a previously unstructured environment.
- Strong systems and data orientation — you've used (or implemented) a dispatch system, a TMS, an ERP, or built operational dashboards from the ground up.
- Bachelor's degree in Engineering, Operations, Logistics, Business, or related. Postgraduate qualifications (MBA, supply chain certifications) are a plus.
- Comfort with P&L responsibility and financial reporting.
What You Bring
- Operational obsession. You can spot a broken process from across the depot.
- Calm under pressure. A 2 a.m. tanker incident is a moment, not a crisis.
- A bias for documentation — if it isn't written down, it didn't happen.
- Comfort being unpopular when discipline demands it. You can hold a line, deliver hard feedback, and let people go when needed.
- Founder-level ownership. You treat ResQ-X's money like your own and ResQ-X's customers like family.
How To Apply
- Send your CV to careers@resqx.ng.
- Use the subject line "General Manager / Business Operations Manager Application - [Your Name]".
- You can also visit www.resqx.ng/careers for more information.