Job Description

Mercy Corps is a leading global organization powered by the belief that a better world is possible.

In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.

Now, and for the future.

The Program / Department / Team (Program / Department Summary)

Mercy Corps is present in the DRC since August 2007 with a current workforce of more than 300 national and expatriate employees and operational presence in Goma and Beni (North Kivu Province), in Bunia (Ituri Province), and in Tshikapa, Kalonda West and Ndjoko Punda (Kasai Province). As a leading NGO in DRC working with more than 40 partners in 2024, Mercy Corps reached 2.12 million people in North Kivu, South Kivu, Ituri and Kasai with integrated programs that ensured equitable access to improved water, sanitation and hygiene (WASH) services in humanitarian and development settings; supported a comprehensive, rapid response to ongoing humanitarian needs; promoted economic and livelihood development to strengthen food security and resilience; as well as institutional capacity strengthening and social cohesion to foster peace and good governance.

The Position (General Position Summary)

The Deputy Country Director for Operations (DCD-O) is a key member of the Senior Management Team (SMT), responsible for leading strategic and high-quality operations that support effective and safe delivery of Mercy Corps' programs in the DRC. S/he oversees all core operational functions – logistics, administration, procurement, assets, fleet, IT, and facilities – and ensures that systems are responsive to the diverse contexts where Mercy Corps operates. Based in our primary operational hub in Goma (North Kivu), the DCD-O is also Mercy Corps’ most senior leader in eastern DRC responsible for strategic engagement and high-level representation on matters related to our presence and programming in the volatile and high-risk context in the east, and for ensuring the operational excellence and cross-departmental coordination of our operations in eastern DRC. In this capacity, the DCD-O holds a key external representation role in eastern DRC, engaging in humanitarian coordination forums and with local authorities and non-state actors to facilitate safe and principled access for Mercy Corps’ operations.

Essential Responsibilities (Safeguarding Responsibilities are required for all roles)

STRATEGIC LEADERSHIP & OPERATIONAL OVERSIGHT

Provide strategic leadership to all operational support units, ensuring alignment with local and global strategies under a well-defined strategic plan and performance metrics for operations in Mercy Corps DRC.

Provide strong management, leadership and oversight of Mercy Corps’ operations in DRC, ensuring high-performing cross-departmental teams, timely operational and tactical decision-making, and principled leadership of our presence in eastern DRC.

Ensure operational structures, systems, and staffing are fit-for-purpose to enable agile, high-quality delivery in volatile contexts.

Lead risk-informed operational planning and management with a focus on humanitarian principles and local conflict dynamics.

Actively participate in SMT decision-making and lead on the implementation of strategic and cross-departmental initiatives.

REPRESENTATION & EXTERNAL COORDINATION

Serve as the principal leadership representative for Mercy Corps in eastern DRC, including engagement with humanitarian coordination forums, UN agencies, INGOs, and local authorities.

In collaboration with the Country Director and the Safety, Security and Access Director, and with external stakeholders, negotiate and facilitate safe humanitarian access for Mercy Corps in zones controlled by non-state actors while ensuring compliance with relevant internal and external policies, regulations and guidelines at all times.

Coordinate Mercy Corps’ operational preparedness and response to access constraints, displacement, and shifting frontlines.

OPERATIONS MANAGEMENT AND COMPLIANCE

Oversee logistics, procurement, fleet, warehousing, IT, and facilities in line with global and donor standards.

Ensure compliance with Mercy Corps’ global supply chain operations and other relevant policies and donor regulations.

Conduct regular reviews of operational systems, processes, and tools and propose improvements and new tools (e.g., trackers) to address identified gaps and achievement of operational excellence objectives.

Maintain regular oversight of operations budget and identify any exceptions or possible implications of under / overspending in a timely manner, and ensure cost-effectiveness, transparency, and efficiency across all support systems.

Lead the implementation of operational audits and support corrective actions.

SUPPORT TO SECURITY AND ACCESS COORDINATION

Work closely with the Safety, Security and Access Director to ensure that operational support systems align with security protocols.

Provide strategic input on operational risk mitigation, scenario planning, and crisis response.

TEAM LEADERSHIP AND CAPACITY BUILDING

Lead and mentor national and expatriate operations team members, with a focus on professional development and succession planning.

Ensure strong internal coordination between operations and program teams at all levels and across all bases.

Build a culture of continuous learning, accountability, and operational excellence within the department with focused attention on the specific challenges faced by teams in eastern DRC and other difficult, high-pressure contexts.

SAFEGUARDING

Actively learn about safeguarding and integrate safeguarding principles into day-to-day work, including safeguarding risks and mitigations related to their area of work.

Practice the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.

Encourage openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Supervisory Responsibility

Direct supervision of country managers for logistics and admin, base operations, ICT systems, procurement, and ethics.

Matrixed supervision of field-based operations (e.g., GAINS DCOP Operations) and base managers.

Accountability

Reports Directly To:	Country Director
Works Directly With:	Deputy Regional Director, Operations
	Departmental directors in finance, programs, people and culture, safety, security and access.
	Regional and global supply chain teams
	Counterparts in peer organizations

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

BA/S in a relevant field required; advanced degree preferred.

Minimum 7 years of senior-level leadership experience in operations management in complex, high-risk contexts, preferably in eastern DRC or similar.

Proven experience in strategic leadership of operations in support of multi-dimensional and complex humanitarian, development, and recovery programming.

Demonstrated ability to negotiate and build access with armed actors while adhering to humanitarian principles and compliance standards.

Strong interpersonal, representation, and cross-cultural communication skills.

Fluency in English required; French proficiency essential; Kiswahili is a plus.

Success Factors

The DCD-O is a strategic thinker and decisive leader with demonstrated success managing large teams and complex operations. S/he has a high tolerance for ambiguity and proven ability to navigate fluid and politically sensitive environments, demonstrating a strong understanding of conflict dynamics and access negotiations in eastern DRC. The DCD-O models a strong commitment to Mercy Corps' mission, vision, and values including Safeguarding, DEI, and humanitarian principles.

Living Conditions / Environmental Conditions

The position is based in Goma, and it requires up to 30% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited. Housing for this role is in group accommodation (individual apartment within a guest house) provided by Mercy Corps with the necessary amenities and security arrangements.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Team Engagement and Effectiveness

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct e-learning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]).

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