Customer Operations Manager (m/f/d)

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

The Role

We're looking for an experienced, highly organised and hands‑on Customer Operations Manager to take end-to-end ownership of key operational functions supporting our stores, carriers and business partners.

Your mission is simple: Every issue has an owner, every escalation reaches a resolution, and every Parcelly Station receives the support and equipment it needs to operate successfully.

Reporting directly to our Chief Operating Officer (COO), you will manage our outsourced call centre relationship, oversee store support and procurement, and lead operational improvement projects across the UK and Germany.

This is an individual contributor role with significant operational responsibility, rather than a traditional people management position. You'll work closely with internal teams, external service providers and carrier partners to deliver measurable improvements in service quality, efficiency and scalability.

We're looking for someone who doesn't just manage existing processes but actively challenges, improves and automates them.

Your Responsibilities

Customer Operations & Outsourced Call Centre Management

• 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.

Procurement, Inventory & Fulfilment

• Take ownership of procurement, inventory control and fulfilment processes for our UK and German operations.
• Ensure adequate stock availability of store equipment and operational materials, including devices, labels, training packs and replacement equipment.
• Manage suppliers and fulfilment partners, including purchasing, order tracking, delivery performance, cost control and service quality.
• Oversee label replenishment, equipment replacement and distribution processes across both markets.
• Maintain accurate inventory records, purchasing documentation and operational cost reporting.
• Work closely with Finance to monitor expenditure, optimise supplier costs and improve procurement efficiency.
• Identify opportunities to reduce the cost and complexity of onboarding and supporting each Parcelly Station.

Operational Project Management & Process Improvement

• Lead cross-functional operational projects from initial planning through implementation, testing and successful rollout.
• Coordinate new carrier services, store onboarding improvements, operational technology deployments and process automation initiatives.
• Establish clear project objectives, responsibilities, milestones, deliverables and reporting structures.
• Work closely with Operations, Network, Technology, Product and external partners to ensure timely execution.
• Proactively identify risks, resolve blockers and expedite decisions when necessary.
• Translate completed projects into documented, repeatable and scalable operating procedures.
• Continuously identify opportunities to improve productivity, service quality and operational efficiency.

Technology, AI & Automation

• Work closely with our Operational Intelligence and Technology teams to implement AI-driven and automated operational solutions.
• Support the rollout and adoption of AI agents for call handling, store training, operational monitoring and customer support.
• Own operational testing, user acceptance, service quality validation and process integration for new solutions.
• Identify repetitive manual workflows that can be automated or eliminated.
• Help ensure our technology, systems and operational processes scale efficiently as our network grows.

Operational Governance & Reporting

• Maintain clear operational dashboards, performance reporting and escalation tracking.
• Contribute to weekly business reviews with concise updates on KPIs, progress, risks and improvement initiatives.
• Support carrier incident management, operational alerts and business‑critical escalations during peak periods.
• Coordinate occasional store visits, audits, training sessions and operational investigations.
• Ensure accurate documentation, clear accountability and consistent execution across operational processes.

About You

Experience & Professional Background

• 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.

Skills & Mindset

• Exceptional organisational skills: You can manage competing priorities, track outstanding actions and ensure nothing falls through the cracks.
• Strong ownership mentality: You take responsibility for outcomes, follow through on commitments and proactively resolve problems.
• Process-driven thinking: You understand how to build scalable, repeatable processes rather than relying on individual intervention.
• Analytical approach: You are comfortable working with operational data, identifying trends and translating insights into action.
• Technical curiosity: You can quickly understand new systems, explain complex processes and confidently adopt new technologies.
• Automation mindset: You actively look for opportunities to reduce manual work through technology, AI and workflow optimisation.
• Excellent communication: You communicate clearly and professionally with external partners, carriers, suppliers and internal stakeholders.
• Hands‑on attitude: You are equally comfortable managing a strategic improvement project and personally resolving an urgent operational issue.
• Adaptability: You thrive in a fast‑moving environment where priorities evolve and continuous improvement is essential.

Technical Skills

• Strong proficiency in Microsoft Excel and Microsoft 365.
• Experience with CRM, ticketing, call centre or project management platforms.
• Familiarity with tools such as Monday.com, CloudTalk, Confluence, Jira or comparable systems is advantageous.
• Experience using AI tools, workflow automation or operational analytics is a strong advantage.

Working Arrangements

• Based in London, with regular attendance at our Old Street office.
• 3-4 days per week in the office, with hybrid working arrangements allowing up to 2 days working remotely, subject to operational requirements.
• Occasional travel within the UK and potentially Germany for operational projects, partner meetings or store visits.

What We Offer

• Real ownership: Take responsibility for business‑critical operational functions with direct visibility and impact.
• International exposure: Work closely with our teams and carrier partners across the UK, Ireland and Germany.
• Technology & innovation: Play an active role in implementing AI, automation and next‑generation logistics solutions.
• Career development: Gain broad operational experience and opportunities to grow within an expanding international technology business.
• Modern working environment: Fully equipped offices in central London with modern technology and collaboration tools.
• Hybrid working: A structured combination of office‑based collaboration and remote working.
• Performance‑oriented compensation: Competitive remuneration with performance‑based elements.
• Direct management exposure: Work closely with our COO and senior leadership, with short decision‑making processes.
• Meaningful impact: Help shape the operational infrastructure supporting thousands of retail partners and major international logistics providers.

Join Parcelly

We're looking for someone who takes pride in making complex operations run smoothly, who sees problems as opportunities for improvement and who enjoys building processes that scale.

If you're passionate about operational excellence, technology and taking real ownership of results, we'd love to hear from you.

Join Parcelly and help us build the next generation of logistics operations.