Operations - Senior Associate

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

Job summary

Laundryheap is seeking an Operations Specialist to strengthen, grow and improve the UK delivery network. This hands-on role covers driver onboarding, engagement and performance, and vendor relations to boost capacity and efficiency.

You will work across people, logistics and data, onboarding drivers, resolving issues and supporting e-bike operations in London with a focus on continuous improvement.

Qualifications

• 3–5 years of experience in logistics, last-mile delivery or gig economy roles.
• Experience working with self-employed, contractor or gig workers.
• Strong analytical skills using Excel, Google Sheets and dashboards.
• Experience negotiating with external vendors on rates or SLAs.
• Excellent communication and relationship-building skills.
• Able to own work from start to finish in a fast-paced environment.
• Right to work in the UK without sponsorship.

Responsibilities

• Build and maintain driver partner pipelines across the UK.
• Onboard drivers via our ATS, ensuring smooth progression.
• Monitor driver performance, retention and engagement.
• Support vendor negotiations and monitor SLAs.
• Grow London e-bike operations with vendors and partners.
• Resolve driver-related incidents and escalations, improving processes.

Skills

Excel

Google Sheets

Operational dashboards

Driver operations

Data analysis

Tools

Fountain

Job description

At Laundryheap, we make laundry a little easier. We’re a fast-growing, on-demand laundry and dry-cleaning service operating across 17+ markets, with a simple promise: laundry collected, cleaned and returned within 24 hours.

Our driver partners are a huge part of making that possible. They connect our customers, laundry partners and operations every day.

We’re looking for an Operations Specialist to help us strengthen, grow and continuously improve our UK delivery network.

This is a hands‑on role covering the full driver journey — from attracting and onboarding new driver partners to improving engagement, retention and operational performance. You’ll also work with external vendors, support fleet capacity and play an important role in growing our London e‑bike operations.

You’ll be working across people, logistics and data. One day you could be analysing driver retention or delivery performance; the next day, onboarding new drivers, resolving an operational issue or working with a vendor to increase capacity.

What You’ll Be Doing

Driver Acquisition & Onboarding

• Build and maintain a strong pipeline of driver partners across the UK.
• Publish and refresh driver opportunities across relevant channels and work towards weekly supply targets.
• Manage driver applications through our ATS, Fountain, ensuring candidates move smoothly through the onboarding process.
• Conduct welcome and onboarding calls with new driver partners.
• Verify and maintain required documentation, including Right to Work, driving licences, insurance, MOT and vehicle documents.
• Maintain accurate and audit-ready driver records.

Driver Performance, Engagement & Retention

• Monitor driver performance, quality, engagement and retention across the network.
• Use operational data to identify trends, performance issues and opportunities for improvement.
• Work directly with drivers who require additional support and provide clear, constructive guidance.
• Support engagement and incentive initiatives designed to improve driver retention and performance.
• Manage driver offboarding where compliance, conduct or service standards are not being met.
• Identify opportunities to continuously improve the driver experience.

Logistics Capacity & Vendor Management

• Build and maintain strong relationships with van, bike and other logistics vendors.
• Source and coordinate additional delivery capacity when required, particularly for B2B projects and contracts.
• Support vendor negotiations around rates and SLAs.
• Monitor vendor performance against agreed service standards.
• Ensure vehicles are safe, available and appropriately documented.
• Track operational costs and invoices, investigate discrepancies and identify opportunities to improve utilisation and value.

London E-bike Operations

• Support the continued growth of Laundryheap’s London e-bike network.
• Work with vendors and driver partners to encourage adoption and coordinate training.
• Manage operational requirements including insurance, charging and battery logistics, maintenance, health & safety and utilisation.
• Monitor e-bike performance and identify opportunities to improve efficiency.
• Help develop repeatable processes that can support expansion into other urban locations.

Day-to-Day Logistics Operations

• Work closely with Operations, Customer Service, Product and Finance teams to keep delivery operations running smoothly.
• Help resolve driver‑related incidents and escalations, including accidents, vehicle damage, no‑shows and customer‑facing issues.
• Support driver payment and operational queries.
• Share recurring driver feedback and operational challenges with Product and Technology teams.
• Identify opportunities to simplify, automate and scale existing logistics processes.

Using Data to Improve Operations

You’ll use operational data to understand what’s happening across the network and turn those insights into practical improvements.

Some of the areas you’ll monitor include:

• Active driver supply vs. demand
• Demand fulfilment
• Driver retention and churn
• Time to onboard
• Driver ratings and CSAT
• Delays and reschedules
• Failures and cancellations
• Shift acceptance and fill rates
• Driver performance and benchmarking
• Asset utilisation
• Cost per task
• Fleet utilisation and cost

What We’re Looking For

• 3–5 years of experience in logistics, last-mile delivery, gig economy, driver operations or similar operational environments.
• Experience working with a self-employed, contractor or gig workforce.
• Strong analytical skills and confidence using Excel, Google Sheets and operational dashboards.
• Experience working with external vendors and supporting negotiations around rates or SLAs.
• Strong communication and relationship-building skills.
• Good organisational skills with the ability to independently own work from start to finish.
• Comfortable working in a fast‑paced operational environment where priorities can change quickly.
• Practical, proactive and solutions‑focused approach.
• Right to work in the UK without requiring sponsorship.

Nice to Have

• Experience using an ATS, particularly Fountain.
• Understanding of UK self-employment and worker‑status considerations.
• Experience with e‑bikes, e‑cargo bikes or other micromobility operations.
• Familiarity with London and its last‑mile delivery landscape.
• Experience supporting B2B or enterprise logistics operations.

What Success Could Look Like in Your First 6 Months

By six months, we’d love to see you having made a measurable difference across our UK logistics network, including:

• Driver supply consistently meeting demand across key zones and shifts.
• Improved driver retention, engagement and quality.
• Faster and more consistent driver onboarding.
• Accurate and up‑to‑date driver documentation and compliance records.
• Stronger vendor performance and clearer SLA tracking.
• Better visibility and control of operational and fleet costs.
• A growing, safe and well‑utilised London e‑bike operation.
• More efficient and scalable driver and logistics processes.

Why Join Laundryheap?

This is a role where you’ll have real ownership and visible operational impact.

You’ll work closely with the people and partners who keep Laundryheap moving while having the opportunity to improve how our logistics network operates as we continue to scale.

If you enjoy solving operational problems, working with people, using data to make decisions and building better logistics processes, we’d love to hear from you.