Omar Tazi

Senior Program Manager at M-KOPA · Zendesk, customer support

M-KOPA

Casablanca, Morocco · UTC+1

11+ years experience

Lagos Business School

English, Arabic, French

Collaborating Advising

Messaging unavailable

Overview

Senior Program Manager at M-KOPA, focused on customer operations. Rebuilt the planning process the company still runs every quarter. Launched operations in 22 cities. Before that: Access Bank and GTBank. Cyclist - trying to do a century this year.

Good reasons to reach out

Advice on customer operations
Collaborators for my side project
Speaking or podcast invitations
Working sessions on Zendesk
Questions about customer operations

Please don't message about

SEO and link-building offers
Offshore staffing offers

Best reached early in the week

Skills

automationZendeskcustomer supportworkforce planningroadmappingquality

CollaboratingLooking to collaborate

closes in 3 months

Co-writing an essay series about customer operations - looking for a co-author

Project: An essay series about customer operations - looking for a co-author
Skills needed: automation, Zendesk
Time commitment: Part-time
Outcome: Open-source release

Will credit everyone who contributes. Based in Casablanca, happy to work remotely.

Casablanca, Moroccoroadmappingcustomer supportworkforce planning

Open

AdvisingOpen to advising

closes in 3 months

Office hours for teams scaling past 50 people: customer operations and workforce planning

Topics: customer operations, roadmapping, quality
Format: Async reviews
Terms: Open to discuss
Capacity: One advisory role at a time
Best for: First-time founders

11 years of customer operations. Can review plans, decks and hiring loops.

Casablanca, Moroccocustomer supportroadmappingworkforce planning

Open

Experience

Senior Program Manager
Jan 2025 - Present
M-KOPA · 1 yr 9 mo · Full-time · Casablanca, Morocco
- Launched operations in 17 cities.
- Cut cost per order by 18% with routing and staffing changes.
Operations Manager
Sep 2023 - Jan 2025
Access Bank · 1 yr 4 mo · Full-time · Casablanca, Morocco
- Launched operations in 27 cities.
Operations Manager
Dec 2019 - Sep 2023
GTBank · 3 yr 9 mo · Full-time · Casablanca, Morocco
- Ran the support program across 18 teams to launch on schedule.
Operations Associate
May 2017 - Dec 2019
Equity Bank · 2 yr 7 mo · Full-time · Casablanca, Morocco
- Negotiated 482 commercial agreements a year.
- Secured 2 payments licences.
Operations Associate
Oct 2015 - May 2017
Meta · 1 yr 7 mo · Contract · Casablanca, Morocco
- Secured 5 payments licences.
- Built the privacy programme for launches in 5 countries.

References

No references yet.

Education

Lagos Business School
MBA, Business Administration
2017 - 2019
University of Cape Town
BSc, Industrial Engineering
2010 - 2014

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