Operations Manager

Responsible for providing strategic leadership and oversight of department operations, ensuring the delivery of departmental performance metrics across service, efficiency and cost management. Leading, managing and holding a team of Supervisors accountable for achieving and exceeding operational targets whilst creating a high-performance culture.

A key member of the site management team, the Operations Manager will be responsible for improving workflows, implementing process improvements and ensuring that all team members are equipped and motivated to meet operational goals. Strong leadership will be instrumental in enhancing productivity, reducing costs and continuously improving service delivery, all while maintaining the highest standards of safety, quality, and efficiency.

• Safe And Efficient Execution Of Operational Plans
  • Lead the execution of operational plans, ensuring all tasks are completed in compliance with company policies and health and safety standards.
  • Monitor team performance throughout shifts to guarantee tasks are carried out efficiently and safely.
• Team Leadership & Development
  • Manage, coach and develop all direct and indirect reports, creating a culture of continuous improvement and accountability.
  • Implement succession planning to identify future leaders within the team and provide development opportunities.
  • Conduct regular performance reviews and coaching sessions to maximise individual and team potential.
• Performance Accountability & Target Achievement
  • Take full ownership of department performance, ensuring KPIs are met, including those related to cost, service delivery and efficiency.
  • Develop action plans and corrective measures to address any performance gaps and consistently exceed agreed targets.
• Operational Excellence Initiatives
  • Lead the implementation of operational excellence projects, working in collaboration with support functions (e.g., HR, IT, Logistics) to improve processes.
  • Identify opportunities for process optimisation, cost reduction and improved operational outcomes.
• Departmental Planning And Communication
  • Oversee the deployment of department plans, ensuring alignment with business objectives.
  • Facilitate regular communication throughout the department to relay performance metrics, operational priorities, and updates.
  • Ensure all teams are fully aware of daily/weekly operational goals and any changes in priorities.
• Safety And Security Management
  • Take responsibility for the on-site safety and security of all direct and indirect reports.
  • Ensure all safety procedures are adhered to, conduct safety audits, and address any potential risks immediately.
• Stakeholder Communication & Resource Management
  • Collaborate with internal/external stakeholders to ensure adequate resources and support are available to meet operational requirements.
  • Address any staffing shortages, equipment needs or operational challenges by working closely with other departments.
• Health & Safety Compliance
  • Maintain a safe working environment by regularly monitoring health and safety compliance within the department.
  • Address any safety hazards promptly and work to minimise risks that could impact staff or operations.
• Cost Management & Budget Oversight
  • Manage and optimise the department's budget, striving to meet cost reduction goals without compromising quality or service.
  • Monitor operational expenses, identify cost-saving opportunities and adjust processes to reduce waste and inefficiencies.
• Risk Identification & Corrective Measures
  • Proactively identify risks or problems within the operation and implement corrective actions to resolve them.
  • Work with senior management to assess operational risks and develop strategies to prevent disruptions or delays.
• Performance Monitoring & Reporting
  • Maintain accurate records of operational performance, employee attendance and other key metrics.
  • Provide regular reports to senior leadership on department progress toward KPIs, achievements and areas for improvement.
• Change Management
  • Facilitate change initiatives within the department, driving process improvements, new systems implementation, or organisational changes.
  • Support teams during transitions and ensure that change is executed smoothly, with minimal disruption to operations.
• Additional Duties & Requests
  • Carry out any additional responsibilities as requested by the Operations Manager to meet evolving business needs.
  • Flexibility to assist with tasks beyond the standard role description as needed to ensure business continuity.

Knowledge/Skills/Experience

• 4+ years D2C operational experience in a high-volume environment.
• 2+ years Operations Manager experience.
• Experienced leading direct reports in a fast-paced environment.
• Knowledgeable operator and user of WMS tools, systems and experienced in reporting standards.
• Experience in data analysis and driving actions and change through performance data insights.
• Demonstratable experience in owning delivery of change through multiple medium-sized projects, and as a primary contributor on larger scaled projects.
• Demonstratable experience in building processes from scratch to improve customer experience.
• Skilled communicator and owner of functional performance, plans and projects.
• Experienced team and process builder.