Customer Service Operations Manager – Payments & Shipping

Gumtree; London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Gumtree is looking for a Pay & Ship Operations Manager to drive the operational launch of new payment and shipping features. This role involves managing customer service operations, ensuring seamless processes, and collaborating with various departments to enhance user experience in a hybrid working environment.

Benefits

Competitive salary and annual bonus

Health, wealth, and financial wellbeing perks

Inclusive and high-performing team culture

Qualifications

• Solid operations management experience in customer operations or logistics.
• Proven track record in product/service launches in fast-paced settings.
• Strong understanding of order fulfilment and fulfilling customer support operations.

Responsibilities

• Manage day-to-day support operations ensuring timely resolution of issues.
• Coordinate with third parties and develop strategies to reduce support volumes.
• Monitor key support metrics and lead continuous improvement initiatives.

Skills

Operations management

Customer service

Logistics

Analytical skills

Stakeholder management

Tools

Salesforce

CRM systems

Reporting dashboards

Job description

Are you ready to shape the future of one of the UK’s most iconic digital brands? At Gumtree, we’re transforming into a modern marketplace for the Home making every transaction effortless and secure. As Pay & Ship Operations Manager, you’ll play a vital role in the operational launching and scaling of our Pay & Ship model. You’ll build scalable customer-focused workflows co-ordinating with Operations, Tech and Finance to ensure operational excellence and seamless customer experience. This includes defining and implementing support process, escalation paths, customer service agent training for Pay and Ship queries and much more. With committed investors, a new leadership team on board and a marketplace buzzing with opportunity, we are excited to unlock our potential… and maybe yours too?

Location: London, hybrid working applies with 3 days in the office.

About the role:

This is a newly created Customer Service Operations role to support and scale processes around a key new product launch that will introduce Payments and Shipping functionality to the Gumtree platform (transactions and delivery). You’ll build and implement all associated operational processes to ensure fulfilment of all operational processes, escalation paths, and agent training programs across listings, orders, shipping, payments, returns, and disputes. Managing day-to-day support operations, you’ll ensure timely resolution of fulfilment and payment issues while identifying key contact drivers and developing strategies to reduce support volumes and FTE needs. You’ll have a strong grasp of third-party tool integrations for resolving customer inquiries efficiently. As the primary escalation point for complex disputes, you’ll collaborate with third parties, finance, and external partners to deliver seamless resolutions. You’ll monitor key support metrics (CSAT, AHT, resolution rate), lead continuous improvement initiatives, and adapt operations post-launch to scale with demand. Additionally, you’ll provide stakeholders with clear reporting and actionable insights to enhance systems, tools, and policies.

Gumtree is an equal opportunities employer, valuing diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants.

What’s in it for you?

• An exciting opportunity to join Gumtree as we embark upon a journey of growth and transformation.
• A business with purpose – we are on a mission to make buying and selling safer, simpler and more enjoyable.
• A collaborative, inclusive, and high-performing team culture.
• A competitive salary and annual bonus with brilliant perks across health, wealth and financial wellbeing.

What are we looking for?

• Solid operations management experience in customer operations, service delivery, or marketplace/logistics environments.
• You'll have a proven track record of supporting or leading new product/service launches in a fast-paced, cross-functional setting.
• Strong understanding of order fulfilment cycles, logistics, payments and customer support operations.
• Confidence in using tools such as Salesforce, CRMs, and reporting dashboards to manage performance and generate insights.
• Excellent stakeholder management skills with the ability to work across Operations, Finance, Tech, and third-party vendors.
• Strong analytical mindset with experience in improving service processes and scaling support teams.
• Familiarity with contact centre best practices, SLA metrics, and continuous improvement frameworks.

About us

Gumtree is one of the UK’s most popular online classifieds platforms, connecting millions of people every month to buy, sell, and trade. Our vision is to be the go-to marketplace for the Home, making every transaction effortless and secure.

We’re embarking on an exciting transformation to revolutionise this much-loved platform into a cutting-edge, modern marketplace where buying, and selling is safer, simpler and more enjoyable for everyone. This is your opportunity to join a dynamic team at the forefront of reshaping a household name for the digital age. Together, we’re redefining how communities connect and trade, building a platform that’s ready for the future.

At Gumtree, we don’t just offer jobs; we offer journeys. We empower our employees to make a personal impact in a trusting, and authentic culture. Experience a passionate team, where high performance and growth are fuelled by the power of teamwork and genuine connections.

Join us and play a key role in shaping the future of Gumtree.