The Operations Manager / Delivery Experience Manager role is a part of the wider Operations Team and is responsible for leading a team of Fleet Supervisors to ensure smooth, productive, and high-quality delivery operations. This role is responsible for end-to-end delivery performance, from allocation planning and driver onboarding through to delivery execution, ensuring operational performance and client expectations are met.
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The Operations Manager provides guidance and support to team leaders, driving engagement, performance, and operational improvements across the delivery operation.
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What you'll be doing
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- Lead and coach Fleet Supervisors fostering a high-performance and accountable culture.
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- Oversee delivery operations to ensure efficiency and adherence to client requirements.
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- Ensure successful driver onboarding, ongoing management, and offboarding activities.
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- Monitor operational performance and implement improvements to optimise processes,
allocation outcomes, and delivery quality.
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- Develop and execute strategies that improve driver retention, engagement, and performance outcomes.
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- Drive safety, compliance, and operational excellence across teams.
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- Collaborate with internal stakeholders to resolve escalations and maintain client satisfaction.
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- Lead initiatives to streamline workflows and enhance the delivery experience for drivers and clients.
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What are we looking for
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- Demonstrated experience (5–10 years) in operational leadership or similar roles.
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- Proven ability to manage and mentor geographically dispersed, high-performing teams.
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- Strong relationship-building and stakeholder management skills.
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- Experience driving performance improvements and operational efficiency.