Operations Manager

Delivery Mates; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Supportive team

Company social events

Growth opportunities

Job summary

Delivery Mates is seeking an Operations Manager in Greater London to own client accounts day to day, ensuring service levels, on-time delivery, customer satisfaction and accountable P&L performance. Must have 4+ years' direct management experience in logistics and be willing to work long hours when the operation requires it.

You will report to the Country Manager, lead dispatchers and drivers, forecast weekly volumes and staffing, implement lean processes, develop action plans with clients, and

Qualifications

• 4+ years of direct management experience in logistics or a similar operational environment.
• Experience managing a P&L or budget for a client account, contract or site.
• Experience dealing directly with clients on service and performance.
• Experience with performance tracking, process improvement and Lean techniques.
• Experience with the full staffing cycle, including interviewing and performance management.

Responsibilities

• Be each client's operational point of contact and agree action plans with them and head office.
• Deliver each account's service levels: delivery quality, on-time performance and customer satisfaction.
• Analyze intra-day and intra-week trends, identify root causes and take action.
• Build processes and systems to keep accounts running as volumes grow.
• Own the P&L for each account: revenue, cost and margin.
• Forecast weekly staffing and volumes to prevent under/over staffing.
• Report each account's performance to the Country Manager.
• Lead and supervise dispatchers and drivers, coaching managers for bigger roles.

Skills

People leadership

P&L management

Client relationship management

Performance tracking

Lean techniques

Staffing & recruitment

Education

Degree in logistics/management/operations management

Job description

Delivery Mates is a last-mile logistics company, and we are adding clients. We need an Operations Manager to own our client accounts day to day: the service each client receives, and the profit and loss behind it.

You will report to the Country Manager. Each account is yours operationally. You hit the client's service targets, and you answer for what the account costs and what it earns.

This is not an office-based 9-to-5 role. It is demanding on time and energy, and people who commit to it are recognised and rewarded.

Client accounts

• Be each client's operational point of contact, and agree action plans with them and with head office when something needs fixing.
• Deliver each account's service levels: delivery quality, on-time performance and customer satisfaction.
• Dig into intra-day and intra-week trends, find the cause and act on it.
• Build the processes and systems that keep an account running well as volumes grow.

Client P&L

• Own the P&L for each account: revenue, cost and margin.
• Plan and forecast volumes, staffing and labour every week, so no account is short-handed or over-resourced.
• Use the data to decide where to cut cost and where to invest.
• Report each account's operational and financial performance to the Country Manager.

People

• Lead and supervise dispatchers, lead drivers and drivers.
• Coach your managers and prepare them for bigger roles.
• Run the recognition and communication that make dispatchers and drivers want to stay.
• Share what works across shifts and sites.

Must have

• 4+ years of direct management experience in logistics, distribution or a similar operational environment.
• Experience managing a P&L or budget for a client account, contract or site.
• Experience dealing directly with clients on service and performance.
• Experience with performance tracking, process improvement and Lean techniques.
• Experience of the full staffing cycle, including interviewing and performance management.
• Willing to work long hours when the operation needs it, and to travel.

Preferable

• 3+ years in last-mile delivery.
• A degree in logistics, management, operations management, or a related field.
• Six Sigma desirable
• Data driven

• Supportive team and management
• Company's social events
• Many opportunities to grow