The company
A fast-moving and growing logistics company.
The role
The main purpose of the Real Time Operations Manager role includes:
* Process-minded: you will thrive on building repeatable, scalable processes and see every problem through a systems lens.
* Data literate: comfortable using dashboards, interpreting metrics, and digging into data to find actionable opportunities.
* Tech-first: passionate about using technology to drive smarter operations.
* Provide critical support and expertise across the Logistics function, taking accountability by leading and executing projects.
* Prevent or tackle any business challenges.
* Analyse and present key data analysis to create strategic direction, including SWOT analysis, productivity, cost, and key performance metrics across all functions.
* Identify areas for delivery of improvement incentives, support the production of business cases and presentations to key stakeholders for sign-off and reward.
* Continuously review advancements, expectations, and innovations which may provide functional benefit to the business or champion the customer experience.
* Refine and standardise processes wherever possible, produce and maintain documentation including SOPs & SSOWs, and champion lean operations.
* Promote and deliver cross-functional collaboration and colleague upskilling.
* Monitor and support your team by providing regular communication, encouraging feedback, and fostering ideas and initiatives.
The applicant
* Customer-obsessed with a deep understanding of customer and user (driver) experience design.
* 3+ years experience working in Supply Chain.
* 3+ years' experience delivering change through project management or transformational activities.
* Ability to interpret and translate complex data into meaningful insights and present findings simply to support decision-making.
* Experience in solution design, implementation, and management.
* Ability to communicate cross-functionally and build successful relationships.
* Relentless drive for operational improvement.
* Skilled in producing business cases, understanding key analyses including situational, operational, and SWOT analysis, and modeling solutions, resources, and budgets.
* Experience working at companies such as Deliveroo, Uber Eats, Gopuff, Getir, Zapp, Amazon Logistics (AMZL), Bolt, and Packfleet.
* Previous roles may include Head of Live Operations, Customer Operations Manager, Marketplace Operations Manager, Driver Operations Manager, Contact Centre Manager (Tech-logistics or Marketplace), Compliance & Onboarding Manager (Gig Economy).
You will be responsible for building and leading a best-in-class Live Ops function that ensures job completion, customer satisfaction, and driver loyalty, while ensuring network compliance and minimizing operational risk. You will design smarter processes, leverage technology for proactive service, develop data-driven insights, and make Live Operations a strategic advantage.
Our Real Time Operations Manager will have the ability to work independently and as part of a team. Excellent interpersonal skills and the ability to interact at multiple levels are essential. You should be highly analytical, capable of interpreting service and cost reports, and have a logical approach to problem-solving, including designing sustainable solutions. Confident and articulate, you will command respect through your knowledge, experience, and personal style, with a passion for service and a strong customer focus. Thriving under pressure, you will manage multiple priorities and work to critical deadlines. Your coaching and leadership style should be supportive yet performance-driven, demonstrating previous success in leading operations teams.
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