Job Description Job Title: Head of Operations Reporting to: Chief Operating Officer Department: Operations Date: May 2025 Location: Onsite - Potters Bar EN6 1BW About Us: LITTA is a fast-growing digital scale-up with ambitious plans to transform waste collection for residential and commercial clients. Our technology-driven approach connects customers with the best carriers, optimising for efficiency and sustainability. We foster a collaborative, innovative, and supportive team culture where everyone has the opportunity to contribute and grow. Job Overview : We are looking for a strategic and execution-focused Head of Operations to lead and scale our operational engine across Logistics, Partner Supply, and Business Operations. This role is ideal for someone highly process-driven, with a sharp eye for detail, a strong grasp of data-led decision making, and a deep passion for delivering outstanding customer experiences. The successful candidate will manage a team of 8 FTEs and oversee end-to-end service delivery while driving continuous improvement across systems, partner network performance, and customer satisfaction. What’s In It For You: Competitive salary of up to £70,000 depending on experience. Ownership and autonomy to shape a key function in a growing business. A collaborative, supportive culture that values continuous learning. A wide range of company benefits, including wellbeing programs, discounts, special day holidays, monthly team dinners, and more. Key Accountabilities Operational Leadership Lead, improve, and performance manage the Operations team (currently 8 FTE) to ensure consistent, high-quality delivery. Create a culture of accountability, service excellence, and process ownership. Set clear goals, KPIs, and development plans to drive productivity and customer experience. Process & System Optimisation Build and improve scalable, repeatable operational processes that reduce friction and increase efficiency. Work cross-functionally with Product and Marketing teams to improve communications and system design that enhance customer satisfaction and drive positive outcomes. Own documentation, operation training and onboarding, SOPs, and reporting frameworks across operations. Customer-First Service Delivery Champion a customer-first culture, ensuring seamless booking and resolution experiences across all channels. Oversee and deliver response time SLAs across both B2B and B2C inboxes, driving responsiveness and customer satisfaction at every touchpoint. Lead resolution of escalations, complaints, and ensure proactive feedback loops are embedded. Logistics & Supply Oversight Oversee real-time job allocation, fleet availability, and partner routing to minimise delays and optimise service efficiency. Support partner growth, onboarding, and retention strategies across UK regions. Work closely with the Partner Manager and monitor compliance and partner performance, using data to target improvements and highlight gaps. Strategy, Reporting & Continuous Improvement Define and report on weekly/monthly operational KPIs to the COO and wider senior leadership team. Drive transformation initiatives that simplify workflows and support scale (e.g. automation, dashboards). Identify and mitigate operational risks while embedding robust quality assurance. Key Metrics for Success You’ll be responsible for monitoring and improving KPIs across three core dimensions: Partner Performance, Operational Delivery, and Customer Experience. These include but not limited to: Partner Network Health : Active Partners & Drivers, Partner Churn Rate, New Partners Onboarded Service Efficiency : Jobs Completed per Partner per Week, First-Time Job Acceptance Rate, On-Time Arrival Rate, Let Down & Reschedule Rates, Unable-to-Fulfil Metrics Customer Experience : Net Promoter Score (NPS), Average Job Rating, Complaint Volume, Serious Incident Rate, Inbox Response Times Operational Compliance : Partner Availability Score, Document Compliance Rate, Outstanding Tipping Ticket Reduction The Ideal Candidate Will Have: Experience Minimum 5 years’ experience in a senior operational role (logistics, supply chain, tech-enabled services, or high-growth platforms). Proven ability to build and manage high-performing teams. Strong process optimisation and documentation skills. Exceptional attention to detail and commitment to quality execution. Comfortable managing and solving complex real-time issues using a structured, data-informed approach. Hands-on experience delivering both B2B and B2C customer services. Strong analytical and reporting skills using CRMs, tactical data analysis (Excel) and dashboards. Clear communicator with the ability to influence cross-functional teams and senior stakeholders. Education A degree in Business, Operations or a related field (preferred but not required).