Operations Manager - eCommerce

Digital Tonic | Digital, eCommerce & Marketing Recruitment; Leicester; On-site; GBP 37,000 - 50,000; Full time

Benefits offered by this job

28 days holiday

Birthday leave

Honeymoon leave

Loyalty-based holiday accrual

Free parking

Relaxed dress code

Refreshments

Two company socials per year

Breakout space with games

Job summary

Digital Tonic, on behalf of a fast-growing online retailer, seeks an Operations Manager to lead the day-to-day operations across customer service and warehouse fulfilment. You will directly manage the Customer Service Manager and Warehouse Supervisor, collaborating with senior leadership to drive reliable service and efficiency.

One of your priorities will be a project to improve warehouse and customer service management systems, ensuring practical adoption and measurable improvements.

Qualifications

• 3+ years of experience in Operations Manager/Director or equivalent.

Responsibilities

• Take day-to-day ownership of customer service and warehouse fulfilment operations.
• Directly manage the Customer Service Manager and Warehouse Supervisor.
• Lead a project to improve warehouse and customer service management systems and ensure changes are effective in practice.
• Oversee daily dispatch, service delivery, escalations, and courier relations.
• Use operational data and KPIs to monitor performance and report to senior leadership.
• Support recruitment and development of team members; balance long-term improvements with busy periods.

Skills

Operations management

eCommerce operations

Team leadership

Process improvement

KPIs & reporting

Stakeholder management

Tools

Warehouse management systems

Job description

Enjoy finding better ways of doing things and seeing the difference your changes make? Looking for a role where you can lead a team and take ownership of a major systems project?

We’re working with a fast-growing online retailer looking for an Operations Manager to help shape its next stage of growth.

Customer experience is at the heart of the business, supported by a busy warehouse and customer service team. Having grown quickly, they’re now investing in the systems, processes and people needed to support that growth.

You’ll be joining a small, close-knit team where your ideas will be heard and you’ll have the opportunity to make a real difference. If you enjoy having the freedom to improve things and seeing the results of your work, there’s plenty to get stuck into here.

The Role

You’ll take ownership of the day-to-day operation across customer service and warehouse fulfilment, directly managing the Customer Service Manager and Warehouse Supervisor. Working closely with senior leadership, you’ll help both teams deliver a reliable service while identifying opportunities to improve efficiency.

One of your first priorities will be a project to improve the warehouse and customer service management systems. You’ll help deliver the changes, bring the teams along with you and make sure the new processes work in practice.

Alongside this, you’ll oversee daily dispatch and service delivery, manage escalations, work with couriers and keep an eye on team performance. You’ll use operational data to spot issues, track progress and give senior leadership a clear picture of how things are running.

There’s also a strong people element, from supporting recruitment to developing colleagues and helping your managers get the best from their teams. You’ll need to be comfortable moving between longer-term improvements and getting stuck in when things get busy.

Skills and Experience

• At least three years’ experience as an Operations Manager, Operations Director or in a comparable role.
• Experience within eCommerce, with a good understanding of warehouse fulfilment and customer service operations.
• A track record of improving processes and delivering measurable operational improvements.
• Experience leading teams, developing colleagues and working closely with senior leadership.
• Confidence managing change and delivering projects to deadlines, ideally involving warehouse or customer service systems.
• A commercial approach, strong attention to detail and confidence using KPIs to manage performance.
• Clear communication skills and a practical, hands-on approach.

The salary is £37,000 - £50,000, depending on experience, with an annual pay review and workplace pension. You’ll receive 28 days’ holiday, an extra day off for your birthday, additional honeymoon leave when you get married and loyalty-based holiday accrual. There’s also free parking, a relaxed dress code, refreshments, two company socials a year and a breakout space with games and activities.

This is a fully onsite position in Leicestershire, working 40 hours a week, Monday to Friday. Some flexibility is needed to provide occasional weekend support during busy periods.

If you’re looking for an opportunity to lead a team, improve systems and help a growing eCommerce business take its next step, we’d love to hear from you.