Head of Operations & Growth (Agent Success) — Agencify (Caava Group)

Head of Operations & Growth (Agent Success) — Agencify (Caava Group)

Location: Nairobi (in-person)
Reporting to: GM, Agencify 
Type: Full-time

About Agencify

Agencify is building the operating system for independent insurance agents—connecting agents to insurers, products, and tools that make selling and servicing insurance simpler and more scalable. We are part of Caava Group.

Why this role exists

We are entering a phase where execution quality becomes the growth lever: stronger activation and retention, faster issue resolution, tighter operational cadence, and a more reliable platform experience for agents.

The mission

Build and run Agencify’s Operations & Growth engine—agent activation, retention, customer success, and operating cadence—so WAT/MAT and GWP grow predictably and the business becomes operationally scalable.

What you will own

1) Agent success and growth execution (B2C/B2B2C)

Improve agent onboarding and activation (first transactions + habit formation)

Build retention and reactivation loops using practical programs and messaging

Segment agents (power users vs long tail) and tailor playbooks per cohort

Lead enablement through training, support content, and community engagement

Partner with Sales/BD and insurers to improve agent outcomes end-to-end

2) Customer success and service quality

Own support performance (SLA discipline, resolution speed, backlog health)

Reduce repeat issues by driving root-cause closure with Product/Engineering and partners

Improve agent experience through clear communication and proactive problem-solving

Establish and maintain playbooks for onboarding, support, escalations, and incident comms

3) Operating rhythm and execution discipline

Run a weekly operating cadence with a clear scorecard and follow-through

Align Ops, Support, Growth, and Engineering priorities so execution is predictable

Ensure smooth launches for new insurers/products via operational readiness checklists

Build a high-ownership culture with clear accountability

4) Reliability and performance interface (with Engineering)

Translate agent pain into prioritized operational and platform improvements

Improve incident communication, release readiness, and service stability

Track reliability/service metrics and drive continuous improvement

What success looks like (6–12 months)

Increased active usage (WAT/MAT) and stronger activation/retention cohorts

Reduced support backlog, faster resolution times, fewer repeat issues

A consistent weekly operating scorecard and execution cadence

Better reliability experience for agents and fewer escalations

Lean, repeatable playbooks that make the business easier to scale

What we’re looking for

Required experience

Experience running operations and/or growth in a B2C or B2B2C distribution environment (agent/merchant networks, agency banking, telco distribution, fintech field ops, marketplace ops, logistics/last-mile ops, or similar)

Proven ability to improve customer success outcomes (SLAs, retention, service quality, repeat-issue reduction)

Strong execution discipline: you can run a cadence, define metrics, and deliver outcomes

Comfortable partnering closely with Product/Engineering to solve operational problems and close root causes

Hands-on leadership: you build, coach, and hold teams accountable in a lean environment

Local execution fluency: evidence you can operate effectively with Kenyan field/distribution teams and earn trust quickly

Important note on fit

This is not a brand marketing role. Candidates whose experience is primarily campaigns, influencer marketing, or brand partnerships (without owning operational metrics like activation/retention, SLA/backlog, repeat-issue reduction, and cadence) are unlikely to fit.

You’ll thrive here if you are

High-ownership and practical—bias to action over long decks

Resourceful and creative—able to win with focused effort, not heavy spend

Data-informed—use metrics to learn quickly even when data isn’t perfect

Strong communicator—clear, calm, and direct with teams and customers

Comfortable building systems from scratch and iterating fast

Nice to have

Exposure to insurance, financial services, or regulated distribution environments

Experience with CRM/support tooling, analytics dashboards, and SOP design

Swahili is a plus

Compensation & ownership

We offer a competitive package plus meaningful ESOP/equity participation for this role, aligned to impact and long-term value creation.

How to apply

Send your CV plus a short note (max 1 page) answering:

Describe a distribution or customer success problem you solved (what you did + measurable outcome).

One example of improving activation, retention, or service quality under constraints (what moved).

Why this role and environment suits how you work (what kind of operating pace you prefer).

Your preferred cash vs equity mix for a role like this (one paragraph is enough).