Customer Operations Lead – Scale & Automation

Parcelly; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Ownership & impact

International exposure

Hybrid working in London

Career development

Modern London office

Job summary

Parcelly is seeking an experienced Customer Operations Manager to own end-to-end operational functions across stores, carriers and partners with a hands-on, automation‑minded approach.

Based in London, you will manage the outsourced call centre, oversee procurement and inventory for UK and Germany, and lead cross-functional improvement projects with internal teams and external providers. This role emphasizes owning processes, driving efficiency and scalable improvements.

Qualifications

• At least 3 years of relevant experience in operations, customer operations, service delivery, supply chain or a comparable function.
• Experience in logistics, e-commerce, retail technology or a fast-growing scale-up environment is highly desirable.
• Demonstrable experience managing outsourced service providers, call centres or suppliers against agreed KPIs and SLAs.
• Practical experience in procurement, inventory management or fulfilment operations.
• Proven ability to manage multiple cross-functional projects and deliver measurable results.
• Experience developing, documenting and improving operational processes and SOPs.

Responsibilities

• Own the day-to-day relationship with our outsourced call centre partner, including performance monitoring, service quality, SLA compliance and escalation management.
• Ensure store support requests, unresponsive locations, carrier escalations and operational incidents are promptly assigned, investigated and resolved.
• Monitor operational KPIs, including response times, resolution rates, repeat contacts, backlog volumes and service quality.
• Identify recurring issues and implement sustainable solutions that address root causes rather than symptoms.
• Continuously improve call centre scripts, knowledge bases, escalation procedures and standard operating procedures (SOPs).
• Reduce unnecessary manual interactions through self-service solutions, improved training and intelligent call automation.
• Ensure consistent, accurate communication between Parcelly, our stores, carriers and external service providers.

Job description

Parcelly is seeking an experienced Customer Operations Manager to own end-to-end operational functions across stores, carriers and partners with a hands-on, automation‑minded approach.

Based in London, you will manage the outsourced call centre, oversee procurement and inventory for UK and Germany, and lead cross-functional improvement projects with internal teams and external providers. This role emphasizes owning processes, driving efficiency and scalable improvements.