How you'll help us achieve it

Wave is now the largest financial institution in Senegal and Côte d’Ivoire, with millions of users, growing rapidly year on year. And, we’re still in the early days of our product roadmap and potential impact on people’s everyday lives.

We are looking for a Country Growth Operations Lead who will be based in one of our early-stage countries in West Africa, who will lead our efforts to expand our user base and manage user acquisition strategies in the allocated countries. This role involves leading both user growth operations and agent operations/agent liquidity to help grow a market from an early stage to 1 million monthly active users. 

The Country Growth Ops Lead will report to the Head of Scaling Operations and work closely with the Chief Executive Officer and Country General Manager/Director of Operations.

In this role, you'll;

• Drive user growth by optimizing distribution strategies and leading user acquisition initiatives.
• Collaborate with leadership and country teams to ensure alignment and maximize growth opportunities.
• Enhance distribution processes through partnership with product and engineering teams, leveraging technology and data.
• Oversee agent network operations, including acquisition, setup, and liquidity management, to support distribution and meet user demand.
• Build and lead high-performing teams, fostering a culture of excellence and innovation.
• Manage business and financial KPIs in alignment with overall business objectives.
• Champion Wave's values, leading by example and embedding them within the team culture.

Key Details 

• Location: At one of our early-stage countries in Africa, with a focus on West Africa. You must be willing to relocate to the primary growth country for up to one year, with periodic returns home after each trimester.
• Travel: Anticipated travel requirements of 60-80% within a designated, growth-focused market.
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.

Requirements 

• 8+ years of senior leadership experience in user acquisition/agent operations and liquidity management within mobile money, finance, fintech, telecoms, or tech.
• Language: Bilingual proficiency is mandatory, with exceptional written and verbal communication skills in both English and French.
• Enhanced interpersonal skills in building and maintaining positive relationships, effective communication, active listening, and conflict resolution.
• Proven sales ability with a successful track record in sales, including identifying customer needs and connecting corridors.

You might be a good fit if you

• Are deeply analytical in your approach to marketing and in optimizing the cost of customer acquisition and are metrics-oriented and experienced in leading teams towards KPIs.
• Are proactive, disciplined in your thoughts and actions, and committed to continuous self-improvement and professional development.
• Possess the humility, mission focus, and resolve to do what it takes to achieve growth goals.
• Build strong relationships and bring out the best in people.
• Excel at leadership and enjoy managing diverse and large field ops teams.
• Are a strong communicator and are comfortable defaulting to overreaching when it comes to coordination.
• Think from first principles about how things should work.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets and willing to go the distance to get something done.
• Adjust quickly to changing priorities and conditions.

#LI-MM1

How you'll help us achieve it

Are you passionate about developing people with an obsession to offer world-class customer experience? We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Quality & Training Lead to join our thrilling journey ahead. 

You will be responsible for managing a team of more than 15 Support Quality & Training Officers, focusing on the Customer Service department processes. Your goal is to ensure that all customer contacts align with our values and deliver the best customer experience.

In this role, you'll: 

• Manage and update knowledge management systems in line with quality standards, protocols, product, and process changes.
• Document and provide guidance on new and existing processes and standards within the Customer Service department.
• Create and deliver training materials, ensuring materials are recorded and accessible.
• Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
• Collaborate across departments for projects and training initiatives.
• Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations.
• Lead, support, guide, and develop the Quality & Training Officers reporting to you.

Key details

• Location: Dakar.
• Contract type: Permanent.
• Work authorization in Senegal is required.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in French and English.
• A Bachelor's degree.
• 5 years of experience in customer service or call centre operations, with at least 3 years of experience in a leadership coaching position.
• Strong knowledge of customer service processes.

You might be a good fit if you

• You can discern priority tasks.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Are comfortable defaulting to over-communication and overreaching in coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Ability to schedule training sessions via Zoom or Google Meet tools.
• Are a diplomatic speaker.
• Have a teamwork spirit.
• Are available every day of the week, including weekends, if necessary.
• You have significant experience training large teams.

LEAP Program Description

Global Solutions Ventures (GSV) – a joint-venture partnership between ZemiTek, LLC and Dexis Consulting Group – is implementing the Long-term Exceptional Technical Assistance Project (LEAP Global), a mechanism originally used by USAID to battle against infectious diseases such as malaria, HIV/AIDS, tuberculosis, neglected tropical diseases, and pandemic influenza. As of July 1, 2025, LEAP Global transitioned to the U.S. Department of State (DOS). This initiative aims to address the complex human resource challenges faced by national infectious disease programs in the USA-supported countries.

The intervention of this project is to hire and embed technical expert advisors and subject matter experts within government entities. By directly embedding the technical expertise within the national programs, LEAP provides long-term, sustainable lifesaving support to empower host governments to lead and manage key aspects of their infectious disease portfolios and improve coordination between the U.S. Government and the host country.

About the Position

The Senior Malaria Advisor will support the National Malaria Program in carrying out life-saving humanitarian assistance (LHA) service delivery in full alignment with the new Presidential Executive Order (EO) directives. The primary focus of the Advisor will be technical leadership to ensure the successful implementation of cost-effective, lifesaving direct service delivery for malaria prevention and treatment.

The Malaria Technical Advisor will provide technical expertise to the National Malaria Control Program (NMCP) and the Ministry of Health and Public Hygiene (MSHP) in the design, planning, and management of national programs/projects/activities as well as in the development of Senegal policies, integrating best practices in malaria control. The position holder will identify programmatic bottlenecks and facilitate solutions through coordinated technical expertise, in support of Senegal's development objectives.

The technical advisor provides strategic and operational support to the national malaria control program, contributing to smooth operations by ensuring coordination of activities, capacity building of teams, and integration of innovations. He/she possesses proven expertise in digital transformation preferably, mastery of health information systems, logistics management and health product supply chain, ensuring real-time monitoring and tracking of health products and malaria control inputs. The Senior technical advisor supports the NMCP in establishing a digital platform for managing malaria control commodities to strengthen end-to-end visibility. The Technical Advisor will be based at the NMCP within the MSHP. He/she works under the direct supervision of the NMCP coordinator and will receive daily guidance from the NMCP coordinator. The Advisor will report to the U.S. Department of State biweekly, through a report validated by the NMCP coordinator.

Responsibilities

Technical Leadership

• Provide expert malaria technical guidance to advance planning and implementation of malaria control interventions.
• Support the development of national malaria program strategies and work plans.
• Support the design, planning, and implementation of malaria prevention and control activities in accordance with the NMCP and U.S. government strategy. This includes but is not limited to vector control, case management at facility and community levels, seasonal malaria chemoprevention, support for malaria vaccine implementation, malaria in pregnancy, supply chain management, as well as monitoring and surveillance to ensure accountability and measure progress.
• Support the establishment of an effective and transparent digital platform for managing and monitoring routine LLIN distribution at all levels of the health pyramid.
• Provide, with local partners, technical and managerial expertise to health districts and communities to strengthen institutional capacities.
• Stay informed of current developments and successful interventions through regular engagement with malaria experts (national and international) and NMCP officials, to integrate proven strategies and interventions into national programming.

Management of Program/Activity Implementation

• Ensure that U.S. government resources are optimized to achieve sustainable malaria results, in accordance with U.S. government laws, regulations, policies, and procedures to ensure effectiveness and efficiency and avoid fraud, waste and abuse.
• Provide technical support to Department of State implementing partners and managerial support if necessary, during planning, design, and implementation phases to ensure quality interventions and achievement of programmatic objectives.
• Make recommendations for strategic or operational changes based on program performance analysis.
• Contribute to comprehensive management, from procurement to last-mile distribution of medicines, RDTs, and LLINs.
• Optimize logistics systems to ensure continuous availability of commodities, reduce stockouts and expiration risks, and ensure traceability of all commodities at all levels of the health pyramid.
• Contribute to the development and updating of logistics standard operating procedures (SOPs).
• Participate in quantification meetings to inform antimalarial product needs that will guide donor purchases. Resolve bottlenecks in the input ordering and delivery process.
• Provide practical expert advice to help the MSHP, NMCP, and other partners monitor commodities with particular emphasis on LLINs, and outcomes, and report on the overall program impact.
• As needed, work with the NMCP and other partners to develop and maintain a monitoring and evaluation plan to be implemented through existing MSHP systems and U.S. government-supported mechanisms. Conduct monitoring and evaluation visits at service delivery points to ensure that all quantitative and qualitative data are properly collected, and that program quality and added value are maintained.

Coordination of Malaria Control Partners

• Ensure that malaria-related activities are integrated across all health activities supported by the U.S. Department of State and coordinate them with the NMCP and ministry of health to avoid duplication and programmatic gaps.
• Coordinate with other partners and support efforts to fill gaps in malaria control service delivery and strengthen technical and managerial capacities within the NMCP at national, district, and local levels.
• Participate in and contribute to malaria related service delivery meetings hosted by the NMP and others.

Communications:

• Regularly organize conference calls with the NMCP, partners, the U.S. Embassy, and Washington to review progress, discuss activities, and resolve emerging issues.
• The Malaria Technical Advisor must provide information and be available for calls/meetings with the U.S. Embassy, as needed.

REPORTING:

The Senior Advisor will submit a detailed monthly report validated by the NMCP coordinator to the U.S. Department of State, no later than the 5th of the following month. Additionally, he/she will submit a weekly progress report including a short paragraph on the week's main advances. The report format may be adjusted. All reports provided to the U.S. Department of State by the Advisor must be validated by the NMCP Coordinator before submission. Transmission will be by email in electronic version, copying the NMCP Coordinator.

Qualifications

• Master's degree or local equivalent from an accredited program in Public Health, International Development, Social or Behavioral Sciences, Epidemiology, Biology, Infectious Diseases, Medicine, Pharmacy, or Immunization.
• Doctorate or master’s in computer science and data science preferred.
• Experience in digital systems.
• Minimum of 7 years of experience in public health, with a strong focus on malaria, preferably in a similar context.
• Prior experience with bilateral or multilateral donors such as the World Bank, Global Fund, U.S. government, or public sector projects at the national level, ensuring compliance with U.S. government rules and regulations.
• Demonstrated ability to review, analyze, and advise on all aspects of malaria control programming at national, regional, and district levels.
• Current knowledge of ongoing and emerging malaria-related issues, such as epidemiology, international policy, evidence development and malaria control strategies, new drugs and diagnostics.
• Experience working with key stakeholders in malaria control programming, preferably national actors and international donors.
• Ability to manage a complex portfolio of laboratory network strengthening.
• Excellent interpersonal skills and ability to work in a multicultural environment.
• Excellent written and oral communication skills in English and report writing.
• Professional fluency in French is required.
• Good command of computer tools and Microsoft Office programs.
• Excellent organizational, planning, negotiation, and problem-solving skills.
• Experience with public health programs funded by the U.S. Government.
• Proven expertise in logistics management and supply chain and management of routine LLINs, medicines, and other malaria control products.
• Expertise in health information systems management.