Operations Manager

Delivery-Mates; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Supportive team and management

Company's social events

Many opportunities to grow

Job summary

Delivery Mates seeks an Operations Manager to own client accounts day to day, ensuring service targets and profitability. You will report to the Country Manager, be the primary operational contact for each account, and drive performance improvements across shifts and sites.

You will lead dispatchers and drivers, plan weekly staffing, and travel as needed. The role requires long hours when operations demand it, but recognition and rewards follow strong commitment.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.

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