The company
A fast-moving and growing logistics company.
The role
The main purpose of the Real-Time Operations Manager role includes:
1. Process-minded: thrive on building repeatable, scalable processes and see every problem through a systems lens.
2. Data-literate: comfortable using dashboards, interpreting metrics, and digging into data to find actionable opportunities.
3. Tech-first: passionate about using technology to drive smarter operations.
4. Provide critical support and expertise across the Logistics function, taking accountability by leading and executing projects.
5. Prevent or tackle any business challenges.
6. Analyze and present key data analysis to create strategic direction, including SWOT analysis, productivity, cost, and key performance metrics across all functions.
7. Identify areas for delivery of improvement, support the production of business cases and presentations to key stakeholders for sign-off and reward.
8. Continuously review advancements, expectations, and innovations that may provide functional benefits or improve the customer experience.
9. Refine and standardize processes wherever possible, produce and maintain documentation including SOPs & SSOWs, and champion lean operations.
10. Promote and deliver cross-functional collaboration and colleague upskilling.
11. 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 subsets and present findings in a simplified way to support decision-making.
Experience in solution design, implementation, and subsequent management.
Ability to communicate cross-functionally and create successful working relationships.
Relentless drive for continued operational improvement.
Skilled in producing business cases, understanding key types of analysis including situational, operational, and SWOT analysis. Comfortably modeling solutions, resources, and budgetary elements of proposals.
You may have worked at companies such as
Deliveroo, UberEats, Gopuff, Getir, Zapp, Amazon Logistics (AMZL), Bolt, and Packfleet.
You may have held roles such as
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 in isolation and as part of a team.
Excellent interpersonal skills and the ability to interact at multiple levels.
Highly analytical and capable of interpreting service and cost reporting.
Our Real-Time Operations Manager will have a logical approach to problem-solving, including a desire to design sustainable solutions.
Confident and articulate, commanding respect through knowledge, experience, and personal style, with a passion for service and strong customer focus.
Thriving under pressure, the Real-Time Operations Manager will be capable of managing multiple priorities and working to critical deadlines and objectives.
Your coaching and supportive leadership style, balanced with the ability to drive performance to achieve objectives, will demonstrate previous success in leading operation teams.
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