Eastern Cape: Account Operations Manager posted by Hotsourced Pvt Ltd

About the Company A product suite built for todays restaurants Empowering restaurants to thrive in the takeaway era with a hands off resolution management platform Role Overview The Account Manager (QA & Operations) plays a key role in ensuring the performance and reliability of our clients systems, from camera coverage and aggregator integrations to CRM health and dispute management SLAs. This role combines hands-on operational quality checks, data analysis, and client relationship management to maintain high win rates, streamline processes, and deliver measurable results for every brand we support. Key Responsibilities QA & Operations Conduct daily camera checks across client sites to ensure: All cameras are online and operational. Camera positioning fully covers order packing areas. Orders are consistently packed within camera view. Log and escalate offline or misaligned cameras to the restaurant, ensuring swift corrective action. Account Management Maintain and verify CRM & aggregator platform health: Ensure menus are fully uploaded and current. Track claims progress and drive resolution within 48 hour SLA. Confirm aggregator credentials and access rights are valid. Check cloud storage availability and compliance. Identify and correct duplicate or incomplete CRM records. Analyse weekly win rates (target: 90%) and investigate causes of loss e.g. camera downtime, missing menus, aggregator issues, or data gaps. Recommend corrective actions and communicate directly with the customer. Continuous Improvement & Reporting Develop and maintain a Brand QA Scorecard for each client, including: Camera uptime (98% target) Order visibility (95% target) CRM health (100% menus live; 95% claims closed on time) Aggregator access (100% functional) Cloud storage status (100% up-to-date within 24h of onboarding) Win% (progressive monthly improvement) Rank sites based on performance to prioritise support. Share best practices and quick wins across all accounts. Maintain a master performance sheet tracking all brands and locations weekly. Skills & Experience 2 years in Account Management, Operations, or Quality Assurance (hospitality or tech-enabled environment preferred. Excellent communication both written and spoken Strong analytical skills and attention to detail. Confident managing client communication and issue resolution. Proficient with CRM tools, cloud platforms, and Excel/Google Sheets. Organised, proactive, and comfortable managing multiple accounts simultaneously. Work Schedule 8am – 5pm UK time (9am – 6pm SA time) – Monday to Friday Pay & Benefits – What Youll Get in Return R20,000 – R30,000 Monthly Fully remote role with UK working hours.