Overview
The Real Time Operations Manager will be responsible for building repeatable, scalable processes and driving operational excellence in a fast-moving logistics environment. The role emphasizes process-minded thinking, data literacy, and using technology to support smarter operations.
Responsibilities
* Passion for using technology to drive smarter operations and provide critical support and expertise across the Logistics function.
* Lead and execute projects; prevent or tackle business challenges; ensure delivery of initiatives with accountability.
* Analyze and present key data analysis to create strategic direction (e.g., SWOT analysis, productivity, cost and key performance metrics across functions).
* Identify areas for delivery improvements, support the production of business cases, and present to key stakeholders for sign-off and reward.
* Continuously review advancements and innovations that may provide functional benefit or improve the customer experience.
* Refine and standardize processes; produce and maintain documentation including SOPs and SSOWs; champion lean operations.
* Promote cross-functional collaboration and upskill colleagues; monitor and support the team with regular communications and encouragement of feedback and ideas.
* Maintain a customer-obsessed mindset with deep understanding of customer and user experience.
* Monitor live operations to ensure job completion, customer satisfaction, and driver loyalty while minimizing operational risk.
* Design smarter processes, leverage technology for proactive service, develop data-driven insights, and make Live Operations a strategic advantage.
* Work both in isolation and as part of a team; demonstrate excellent interpersonal skills and ability to interact at multiple levels.
* Manage multiple priorities under pressure and meet critical deadlines and objectives; coach and lead a performance-driven operations team.
Qualifications
* 3+ years of experience in Supply Chain.
* 3+ years of experience delivering change through project management or transformational activities.
* Ability to interpret and translate complex data into meaningful subsets and present findings simply to support decision making.
* Experience in solution design, implementation, and subsequent management.
* Ability to communicate cross-functionally and build successful working relationships.
* Relentless drive for continued operational improvement; skilled at producing business cases and understanding analyses including situational, operational, and SWOT analyses.
* Comfort with modeling solutions, resource, and budgetary elements of proposals.
* Experience in live operations leadership roles and collaboration with gig economy or marketplace contexts is a plus.
Desirable Background
* Experience with companies such as Deliveroo, UberEats, Gopuff, Getir, Zapp, Amazon Logistics (AMZL), Bolt, and Packfleet.
* Possible roles held: Head of Live Operations, Customer Operations Manager, Marketplace Operations Manager, Driver Operations Manager, Contact Centre Manager (Tech/logistics/marketplace), Onboarding Manager (Gig Economy).
Role requires 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 position Live Operations as a strategic advantage. The Real Time Operations Manager will have the ability to work in isolation and as part of a team, with strong interpersonal skills and the ability to interact at multiple levels.
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