Operations Scalability Manager (12 Months)
Join us as an Operations Scalability Manager. This is an opportunity to provide strategic leadership to ensure Boxed Operations can grow efficiently and sustainably while supporting multiple clients and products.
This role is available for a period of 12 months.
What You'll Do
* Lead a team to build and embed scalable processes, tools, and systems that boost efficiency and position Boxed Operations to power Boxed’s future growth.
* Own the knowledge strategy, ensuring information is accurate, accessible, and consistent.
* Lead the Knowledge team to maintain the Knowledge Hub, embed governance, and drive efficiency, compliance, and continuous improvement.
* Lead the chatbot strategy and performance to deliver accurate, efficient, and scalable customer experiences.
* Oversee chatbot design, optimisation, and AI integration, ensuring alignment with operational, commercial and customer needs.
* Make ready for the launch of new clients by setting up Client Portals, workflows, and content, delivering training to clients, and managing ongoing client relationships to maintain quality and satisfaction.
* Optimise tools including Zendesk, Intercom and Interable for scalability and efficiency, leading configuration, automation, and performance monitoring.
* Build strong relationships with the Commercial Team, Product Managers, and Ops Leadership to align priorities, enable delivery, and ensure seamless operational outcomes.
The Skills You’ll Need
You’ll need strong experience leading and developing high‑performing, technical teams across multiple functions; ability to set clear objectives, manage performance, and drive accountability.
* Expertise in building, maintaining, and governing operational knowledge bases; skilled in technical writing, process mapping, and embedding knowledge as a scalable operational capability.
* A proven ability to design, optimise, and maintain conversational AI/chatbot solutions; understanding of AI integration, analytics, and performance monitoring.
* Strong organisational skills and astute attention to detail.
Role Details
* Seniority level: Mid-Senior
* Employment type: Full‑time
* Job function: Production
* Industry: Software Development
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