Senior Operations Manager

Nter Talent; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

A tech-logistics firm in Manchester is seeking a Senior Live Operations Manager to lead their operations team to enhance customer satisfaction and improve processes. The ideal candidate is customer-focused, a problem solver, and experienced in logistics or tech-enabled environments. This pivotal role offers an opportunity to shape the company's operational strategies in a high-growth sector.

Qualifications

• Strong understanding of customer and user experience.
• Experience in gig economy or logistics.
• Confident working with data and metrics.

Responsibilities

• Lead a high-performing team to enhance customer satisfaction.
• Design scalable processes with technology focus.
• Drive service excellence across multiple channels.

Skills

Customer focus

Problem-solving

Process optimization

Data analysis

Tech-savvy

Tools

Zendesk

Job description

Overview

Senior Live Operations Manager | Location: Manchester

Are you ready to revolutionise the world of same-day and on-demand delivery? Nter Talent is partnering with a rapidly scaling UK-based tech-logistics platform to find a Senior Live Operations Manager who will shape the future of their operations. The client is at the forefront of innovation in the tech-logistics sector, experiencing significant year-on-year growth and expanding both in the UK and internationally. They seek a dynamic leader to take ownership of their Live Ops function – the beating heart of their operation where drivers, customers, and deliveries converge in real-time.

This is a unique opportunity to play a pivotal role in a high-growth tech company redefining the logistics landscape.

Responsibilities

• Lead and inspire a high-performing team to deliver exceptional results across customer and driver satisfaction, job completion, and service metrics
• Design and implement smarter, scalable processes with a technology-first mindset
• Drive service excellence across multiple channels (phone, email, SMS, social)
• Oversee compliance, including driver audits and regulatory standards
• Support targeted driver recruitment strategies to strengthen the network
• Collaborate with Product, Tech, Sales, Marketing, and Data teams to fuel continuous improvement
• Use data and insights to set KPIs and inform both day-to-day decisions and long-term strategy

Qualifications

• Customer-obsessed, with a strong understanding of customer and user (driver) experience
• A proactive problem solver who takes ownership and acts decisively
• Process-driven, with a track record of building scalable, repeatable systems
• Confident working with data, dashboards, and metrics to spot trends and opportunities
• Tech-first in their approach to operations and process optimisation
• Experience in gig economy, logistics, delivery marketplaces, or tech-enabled customer environments (contact centre experience and Zendesk knowledge advantageous)

Job details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Distribution and Customer Service
• Industries: Transportation, Logistics, Supply Chain and Storage