Head of Operations

Forward Role; Glasgow; On-site; GBP 75,000 - 110,000; Full time

Job summary

Forward Role seeks a Senior Operations Manager / Head of Operations in Glasgow to lead Customer Service, Stock & Fulfilment and Lab operations. You will report to the CEO and own operational performance across the customer journey, driving improvements in people, processes and costs.

You will coach operational managers, implement KPIs, and build a high-performing culture with a focus on efficiency, quality and customer experience in a high-volume environment.

Qualifications

• Operational leadership experience within ecommerce, retail, fulfilment or a high-volume service environment.
• Experience managing multidisciplinary operational teams.
• Strong knowledge of stock control, fulfilment and customer service operations.
• A track record of implementing KPIs and performance frameworks.
• Experience improving operational processes, productivity and service.
• Workforce and capacity planning experience.
• Strong people management and leadership skills.
• A commercial, data-led and customer-focused approach.

Responsibilities

• Lead and develop operational managers and teams across Customer Service, Stock & Fulfilment and Lab operations.
• Drive improvements across people, processes, productivity and customer experience.
• Implement KPIs, performance reporting and operational targets.
• Improve stock control, inventory accuracy, fulfilment, dispatch and returns.
• Lead workforce and capacity planning around demand and peak trading periods.
• Identify opportunities for process improvement, systems development and automation.
• Drive improvements in productivity, quality, service levels and operational costs.
• Use customer and operational data to identify issues and deliver continuous improvement.

Skills

Operational leadership

People management

Strategic planning

KPIs & performance

Data analytics

Multidisciplinary teams

Process improvement

Stock & fulfilment

Lab operations

Customer service ops

Job description

Forward Role are seeking a senior Operations Manager or Head of Operations with experience across ecommerce, retail, fulfilment, warehouse or high-volume customer service operations to join our established client in Glasgow. Reporting directly to the CEO, you’ll lead a varied operation covering Customer Service, Stock & Fulfilment and technical Lab operations, taking ownership of operational performance across the customer journey.

The role

As Head of Operations, you’ll lead and develop operational managers and teams while driving improvements across people, processes, productivity and customer experience.

Key responsibilities include:

• Leading Customer Service, Stock & Fulfilment and Lab operations.
• Coaching and developing operational managers and building a high-performing culture.
• Implementing KPIs, performance reporting and operational targets.
• Improving stock control, inventory accuracy, fulfilment, dispatch and returns.
• Leading workforce and capacity planning around demand and peak trading periods.
• Identifying opportunities for process improvement, systems development and automation.
• Driving improvements in productivity, quality, service levels and operational costs.
• Using customer and operational data to identify issues and deliver continuous improvement.

What we’re looking for

• Operational leadership experience within ecommerce, retail, fulfilment or a high-volume service environment.
• Experience managing multidisciplinary operational teams.
• Strong knowledge of stock control, fulfilment and customer service operations.
• A track record of implementing KPIs and performance frameworks.
• Experience improving operational processes, productivity and service.
• Workforce and capacity planning experience.
• Strong people management and leadership skills.
• A commercial, data-led and customer-focused approach.
• Experience within technical production or Lab operations would be advantageous, while outbound sales or telesales experience would also be beneficial, but neither is essential.