UK Fulfillment Operations Lead

Nivoda; Greater London; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Growth opportunities

Low-hierarchy environment

On-site London hub

Job summary

Nivoda in London is seeking a proactive Operations Manager to lead fulfilment performance at our UK hub. You will own KPIs across intake, QC, shipping and returns, and build strong relationships with suppliers, partners, and carriers.

This hands-on role requires 6–8 years in operations, proven people management, and a calm, data-driven approach in a fast-growing company. You will mentor a 3-person team and scale workflows to support Nivoda's next phase of expansion.

Qualifications

• 6–8 years in operations, fulfilment, logistics-based office management or within diamond, gemstone, or luxury goods industry
• Extensive experience directly managing people or leading teams
• Demonstrated ability to execute and enforce daily operational workflows
• Clear, effective communication skills and a highly organised approach
• Desire and ability to work in a fast-growing company where processes change continuously

Responsibilities

• Own UK Hub Logistics & Fulfilment Performance
• Take full ownership of fulfilment operational KPIs across the UK hub: speed, accuracy, and service levels
• Own end-to-end performance across intake, QC, shipping, and returns, ensuring adherence to service-level commitments
• Drive daily execution across the team while maintaining a strong focus on scalability and process robustness
• Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements
• Maintain strong local relationships with suppliers, runners, carriers, and other local partners
• Build & Scale New Workflows
• Lead the rollout and optimisation of new & existing fulfilment streams for UK
• Identify bottlenecks and implement process improvements to increase throughput and reduce errors
• Lead & Develop the Team
• Manage, coach, and develop a team of 3 across intake, QC, shipping, and returns
• Run regular team check-ins and structured performance conversations, setting clear expectations and giving direct feedback
• Cultivate a team culture rooted in accountability, precision, clarity, and growth
• Cross-Functional & Cross-Hub Ownership
• Act as the primary interface between UK fulfilment, customer support, supplier teams, and global stakeholders
• Partner with other Nivoda hubs for cross-hub alignment and contribute insights in WBRs

Skills

People management

Communication skills

Organised

Operational discipline

Education

GIA or Gem A qualification

Tools

Excel

Sheets

Job description

Nivoda in London is seeking a proactive Operations Manager to lead fulfilment performance at our UK hub. You will own KPIs across intake, QC, shipping and returns, and build strong relationships with suppliers, partners, and carriers.

This hands-on role requires 6–8 years in operations, proven people management, and a calm, data-driven approach in a fast-growing company. You will mentor a 3-person team and scale workflows to support Nivoda's next phase of expansion.