Operations Manager.
One person to open the doors, run the floor, serve customers, process Irembo applications, keep the machines running, balance the cash, and set the standard at a busy XP Studio in Kigali. This is the first hire. What you build in the first year becomes how the place works.
About XP Studio
XP Services Ltd runs XP Studio, a digital services studio in Kabuguru II, Rwezamenyo, Nyarugenge. Under one roof: customer workstations, printing, copying and scanning, lamination and gold foil finishing, 3D printing, an XR lab, AI assisted document services, and government services through Irembo and RRA.
The service standard is the product here, more than any single machine on the floor. People come back because someone remembered their name, explained what the fee was for, and got the document right the first time. The Operations Manager owns that standard.
The studio opens seven days a week. You will not work all seven. The Marketing and Social Media Manager is a second full time hire who shares the counter rota with you, which is how the doors stay open every day without either of you carrying the whole week.
What you get
- A written, notarized contract. Fixed term of twelve months, renewable, drafted under Law No. 66/2018 governing labour in Rwanda.
- Training on equipment most people in Kigali have never touched. XR headsets, 3D printing, foil finishing, A3 production printing.
- First hire standing. You set how the counter runs, and you train everyone who works it after you, starting with the Marketing and Social Media Manager.
Read the full scope before you apply.
Six things this job is.
These mirror the duties written into the contract, so you can read the whole job before you decide whether it is yours.
Run the studio
Open and close on schedule. Set the daily roster. Keep the floor clean, stocked and ready before the first customer walks in. Decide what gets fixed today and what waits for Monday.
Serve customers
Greet, listen, quote the price before the work starts, and follow through. Settle complaints at the counter where you can, and bring us the ones that need a bigger decision. Remember the regulars.
Deliver Irembo services
Process applications accurately, explain government fees clearly, protect every document and credential a customer trusts you with, and never guess at a form you are unsure of.
Keep the machines running
Daily checks on printers, copiers, computers, the 3D printer and the XR headsets. Basic maintenance and consumable changes yourself. Know when to call a technician instead of opening a panel.
Keep the records
Reconcile cash and mobile money every single day. Issue EBM receipts. Track consumables and flag reorders before you run out. Submit a weekly sales summary to the Managing Director.
Lead the standard
Train the Marketing and Social Media Manager on the counter, and every attendant who comes after. Model the service behaviour you want copied. Hold the line on honesty when nobody is watching the till.
Who covers the other days
The studio opens seven days a week, and no one person can hold that. The Marketing and Social Media Manager is hired full time and shares the counter rota with you. On their counter days they open, serve customers, handle printing and document jobs, run the till and reconcile it at close, exactly as you do.
You train them on all of it during their first weeks. You also set the rota, agreed in advance rather than changed on the day, and you own what happens on the floor whether or not you are the one standing on it.
Between the two of you the doors open every day of the week and neither of you works every day of the week.
How performance is measured
Three things, reviewed monthly and formally at six months.
Sales against target. The studio has a weekly revenue figure it must clear to cover costs and salaries. You will know the number, and you will see the numbers.
Cash integrity. A daily reconciliation that balances. We check it every day, and it is what the trust in the rest of the role is built on.
Repeat customers. The whole strategy rests on people coming back. Growth in returning customers is the clearest signal that the service is working.
Is this you?
Who we are looking for.
The required list is short on purpose. Most of the technical side can be taught here. Care with people, money and documents is the part we are really looking for.
- Customer facing experienceAt least two years serving the public directly, in any sector.
- Computer literacyComfortable with Google Workspace, email, and everyday printing and scanning. Our stations run macOS, and we will train you on it if you have only ever used a PC.
- Cash handlingExperience reconciling a till or float, including mobile money.
- Kinyarwanda and EnglishBoth, well enough to explain a government fee to a nervous customer.
- IntegrityA clean record and references who will vouch for how you handle money and documents.
- AvailabilityFull time on a shared seven day rota, including some weekend shifts.
- Irembo or RRA experienceYou have processed applications before and know where people get stuck.
- Cyber cafe or print shop backgroundYou know what a busy counter feels like at 4pm.
- Basic machine maintenanceClearing jams, changing toner, replacing a drum without panic.
- FrenchUseful with a portion of the walk in trade.
- Comfort with new technology3D printing and XR are part of the offer. Curiosity matters more than prior exposure.
- Supervisory experienceYou have trained someone and watched them get good.
- A driving licenceUseful for supplier runs, banking and equipment collection. Not required, and its absence counts against nobody.
- You open on timeSo the first customer of the day never arrives at a closed door.
- You write things downNumbers, complaints and breakages go in the log, so nothing important rests on one person remembering it.
- You quote before you workNobody is surprised by a price at this counter.
- You check in on money decisionsDiscounts, refunds and credit are calls we make together, so you are never carrying one alone.
- You treat every customer the sameThe student printing one page gets the same tone as the company printing five hundred.
- You teach rather than gatekeepShowing a customer how something works is part of the service, and it is a large part of why they come back.
Ready to put your name forward?
Four things to have ready.
Applications go through one short form. It takes about ten minutes once you have the four items below, and you can upload files directly inside it.
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Your CV
PDF preferred. Two pages at most.
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A copy of your National ID and a criminal record certificate
National ID front side, and a criminal record certificate issued through Irembo dated within the last three months. Both are uploaded in the form and used only for verification and the employment contract. We can process the certificate application for you here at no service charge.
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Two professional references
Former supervisors or colleagues, with names, positions and working phone numbers. Friends and family members cannot be used. We call only shortlisted candidates, and we ask you first.
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The sales figure you believe you could reach, and your earliest start date
The form asks what monthly sales you think you could generate for XP Studio and how you would go about it, so it helps to have turned it over beforehand. A number you can stand behind tells us more than a large one, and it usually makes for a good conversation at interview.
The form opens in a new tab. If it will not load, write to info@xp.services and we will send it another way.
XP Services Ltd hires on merit. We welcome applications regardless of sex, origin, marital status, disability or background, and we do not charge any fee at any stage of recruitment. If anyone asks you for money in connection with this position, it is not us. Documents submitted through the form are used only for recruitment and are not shared outside the company.