Site Lead / Manager (In Office - Accra, Ghana)

About Invisible Invisible Technologies makes AI work. Our end-to-end AI platform structures messy data, automates digital workflows, deploys agentic solutions, measures outcomes, and integrates human expertise where it matters most. Our platform cleans, labels, and structures company data so it is ready for AI. It adapts models to each business and adds human expertise when needed, the same approach we have used to improve models for more than 80% of the world’s top AI companies, including Microsoft, AWS, and Cohere. Our successes span industries, from supply chain automation for Swiss Gear to AI-enabled naval simulations with SAIC, and validating NBA draft picks for the Charlotte Hornets. Profitable for more than half a decade, Invisible reached $134M in revenue and ranked as the number two fastest growing AI company on the 2024 Inc. 5000. In September 2025, we raised $100M in growth capital to accelerate our mission of making AI actually work in the enterprise and to advance our platform technology. Role Overview The Site Lead is a first-line people manager responsible for the day-to-day quality, performance, and wellbeing of a growing onsite team. They directly manage experts and specialists, own quality assurance across their team’s output, surface data-driven insights to flag issues and opportunities, and handle personnel matters up to escalation threshold. This is a hands-on floor role — the Site Lead’s primary advantage is physical presence, direct observation, and real-time intervention. Key Responsibilities People Management Directly manage experts and specialists — set daily priorities, unblock work, and maintain clear accountability Conduct regular 1:1s focused on performance, development, and issue resolution Manage attendance, punctuality, and floor adherence; document patterns and address them early Handle first-line personnel issues (conflicts, conduct, underperformance); escalate where appropriate Support onboarding of new team members and ensure ramp-up is structured and tracked Quality Assurance Review output against SOP and style guide standards; provide direct, timely feedback Distinguish between individual errors and systemic issues; escalate the latter with evidence Run calibration checks to ensure consistent interpretation of quality standards across the team Maintain QA logs; track error rates by agent, task type, and time period Use observed floor behavior to reinforce quality in real time — the onsite advantage over virtual supervision Data Tracking & Reporting Read and interpret daily/weekly performance dashboards covering throughput, error rates, SLA adherence, and utilization Identify trends and anomalies in team output data; surface findings with clear context and recommended action Maintain accurate records: attendance logs, QA scores, task completion rates, and coaching notes Contribute to weekly team performance summaries submitted to the Operations Manager Use data to support personnel decisions — coaching plans, performance conversations, and escalations must be evidence-based Process Optimization Identify task-level inefficiencies observed on the floor and propose specific, low-disruption fixes Flag SOP gaps or outdated guidance to the Operations Manager with suggested revisions Support implementation of approved process changes; ensure experts are trained and adherent before closing the loop Required Skills & Experience People & Quality Data & Reporting 1–2 years supervisory experience. 1-2 years Customer Support/Service experience. Comfortable reading performance dashboards and deriving actionable insights Demonstrated ability to deliver difficult feedback and manage underperformance Proficient in Google Sheets for logging, tracking, and light analysis Experience running QA calibration and structured output reviews Able to identify error patterns across agents and workstreams from raw data Able to document personnel issues clearly and maintain confidential records Experience contributing t