Delivery Operations & Excellence Lead

Rendr (An Australia Post Company); Melbourne; On-site; AUD 180,000 - 240,000; Full time

Job summary

Rendr (An Australia Post Company) in Melbourne is seeking a Head of Delivery Operations and Excellence to oversee reliable day-to-day service operations and drive continuous improvement as 3-Hour and Same Day delivery services scale. You will lead customer support, issue resolution and performance across merchants, delivery partners and internal teams, shaping standards and processes to support growth.

You will collaborate with Product, Engineering and Data to develop dashboards, tools and

Qualifications

• Significant leadership experience in delivery, customer service, logistics or a technology-enabled operations environment.

Responsibilities

• Own operational service standards, delivery performance and processes for customer support, escalations and incident management.
• Turn the Delivery Experience Scale Programme into a practical plan with priorities, milestones, owners and resource requirements.
• Work with operational leaders to staff, onboard, train and coach teams to grow capacity and capability.
• Partner with Product, Engineering and Data to develop dashboards, tools and workflows; identify automation opportunities and AI applications.

Skills

Leadership

Data-driven

Automation & AI

Stakeholder Mgmt

Delivery Performance

Job description

The Head of Delivery Operations and Excellence is accountable for reliable day-to-day service operations and continuous improvement as Rendr and Australia Post's 3-Hour and Same Day delivery services grow. The role covers customer support, delivery issue resolution and operational performance across merchants, delivery partners and internal teams.

Working with existing operational leaders, the role sets service standards, improves processes and ensures teams have the tools, skills and capacity to support growth. Initially, it will lead the operational elements of the Delivery Experience Scale Programme, preparing operations for higher delivery volumes through documented processes, better reporting and increased automation.

Key Responsibilities

Operations and service performance

• Own operational service standards, delivery performance and processes for customer support, escalations and incident management.
• Work closely with the Delivery Experience Partnerships Manager, operational team leaders and delivery partners to resolve recurring issues, improve service reliability and strengthen continuity arrangements.
• Define clear responsibilities and handovers between Rendr, merchants, delivery partners and Australia Post teams.

Processes and continuous improvement

• Turn the Delivery Experience Scale Programme into a practical plan with priorities, milestones, owners and resource requirements.
• Standardise procedures and playbooks, using performance data, customer feedback and incident reviews to identify and deliver improvements.
• Coordinate implementation across Operations, Product, Engineering, Data and relevant Australia Post teams.

People and capability

• Work with operational leaders on staffing, onboarding, training, coaching and cross-skilling so capacity and capability keep pace with growth.
• Establish consistent performance expectations, accessible operational guidance and backup coverage for key responsibilities.

Technology and reporting

• Partner with Product, Engineering and Data to develop & improve dashboards, operational tools and workflows.
• Identify & prioritise automation, self-service and practical AI applications, including issue triage, early risk detection and proactive communication.
• Embed new tools through clear processes and training, measuring adoption and their impact on service quality, productivity and cost.
• Report performance, incidents, programme progress and investment priorities to Rendr leadership and relevant Australia Post stakeholders; support executive and Board reporting as required.

Key working relationships

Rendr: COO, leadership team, Delivery Experience (DX) Operations, Product, Engineering, Data and Finance.

Australia Post: Operations, Sales, Account Management, Product, Integration and Governance teams.

External: Merchants (customers), Rendr delivery partners & carriers contracted directly by merchants through bring your own carrier arrangements.

The role works alongside existing operational leaders, with accountability for service standards, operational improvement and performance across teams.

Qualifications

• Significant leadership experience in delivery, customer service, logistics or another technology-enabled operational environment.
• Demonstrated success improving operations and building processes, systems and team capability to support growth.
• Strong understanding of delivery performance, service level agreements, escalations & incident management.
• Ability to use data to identify problems, prioritise improvements and measure results.
• Practical experience with automation and AI, and working with Product, Engineering and Data teams.
• Strong stakeholder management and executive communication, with the ability to work through ambiguity and deliver agreed actions.

Experience in last-mile delivery, e-commerce, marketplaces, mobility, airlines or another real-time operational environment is highly regarded.

Measures of success

Performance will be assessed against agreed baselines and targets, including:

• Reliable delivery operations & improved merchant and end-customer experience as volumes grow.
• Delivery of agreed programme milestones and operational benefits.
• Improved delivery partner performance and faster incident detection and resolution.
• Reduced manual work and cost to serve through effective automation and self-service.
• Improved workforce readiness, productivity and continuity coverage.
• Clearer accountability and stronger coordination across Rendr and Australia Post