Senior Live Operations Manager Location: Manchester Reports to: Head of Network and Performance About DeliveryApp DeliveryApp is a fast-scaling UK-based tech-logistics platform revolutionising same-day and on-demand delivery. We connect businesses with professional independent drivers via our intuitive platform, offering seamless, ethical, and highly rated delivery experiences. After doubling our turnover year-on-year over the last 12 months, we are now targeting to quadruple this with our next phase of growth both in the UK and internationally. To fuel this growth, we are building an exceptional leadership team and are looking for a Senior Live Operations Manager to play a critical role. The Role Live Operations is the heartbeat of DeliveryApp — it’s where drivers, customers, and every open delivery come together in real time. As our Senior Live Operations Manager, you will be responsible for building and leading a best-in-class Live Ops function that drives job completion, customer satisfaction, and driver loyalty, while ensuring network compliance and minimising operational risk. You’ll design smarter processes, leverage technology for proactive service, develop data-driven insights, and ultimately make Live Operations a strategic advantage for DeliveryApp. Key Responsibilities: Service Excellence : Champion customer and driver experience, continuously raising the bar for proactive, responsive, and empathetic support across phone, email, SMS, and social channels. Process Optimisation : Implement logical, efficient workflows using a tech-first mindset; identify opportunities to automate repetitive tasks and scale service capacity without scaling headcount linearly. Compliance Management : Oversee driver documentation audits post-onboarding, ensuring adherence to all regulatory and operational standards. Targeted Driver Recruitment : Equip your team to proactively recruit drivers against a prioritised list based on vehicle type and location. Cross-functional Collaboration : Work hand-in-hand with Product, Tech, Driver Engagement, Marketing, Sales and Data teams to drive continuous improvement and innovation. Data-Driven Management : Set, track and analyse KPIs; generate actionable insights that inform decision making at both operational and strategic levels. Operational Leadership : Lead, develop and motivate a high-performing Live Operations team to hit aggressive KPIs including; Job Completion Rate Contact per Order (CPO) Average Handle Time First Contact Resolution & Response Quality Customer Satisfaction (CSAT) Driver Satisfaction (DSAT) About You Customer Obsession : Deep understanding of customer and user (driver) experience design. Proactive: You are a self-starter who makes sh*t happen and don’t need to be told twice. You spot issues and take action. Process Minded : You 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. Leadership : Proven experience inspiring and leading operational or customer-facing teams through periods of growth and change. Bias to Action : You are decisive, hands-on, and thrive in a fast-moving, start-up environment. Relevant Industry Experience: Experience in gig economy / on-demand logistics, delivery marketplaces, or tech-enabled customer experience environments is highly advantageous Background working in or closely with a contact centre environment; collaboration with and management of offshore teams advantageous Direct involvement with setting up or optimising ticketing and contact centre engagement platforms, specifically Zendesk and/or HubSpot, is advantageous What we offer Competitive salary 25 days holiday bank holidays and your birthday off Central Manchester HQ High ownership role with direct impact on DeliveryApp’s next stage of growth Strong, values-led leadership team with a genuine commitment to customer and driver experience How to apply If you’re an operations professional, with a passion for excellence and business growth, we’d love to hear from you. Send your CV and a short cover letter outlining your experience and interest in the role to careers@deliveryapp.com.