Operations & Automation Manager, Europe Based in London

About Gelato

Gelato has created the world’s largest global network for on-demand production of custom products – from t-shirts and mugs to books and wall art. We empower a new generation of ecommerce entrepreneurs to share their creativity worldwide while embracing local, sustainable production. By producing locally and perfectly matching supply with demand, we eliminate waste and reduce carbon emissions.

At Gelato, we don’t own production facilities – we build the software that connects them. With over 140 production partners in 32 countries, our network can deliver custom products to five billion people in just 72 hours. It’s smarter, faster, and greener.

With GelatoConnect, our SaaS platform, we’re driving innovation in print production. GelatoConnect simplifies operations for print producers by automating procurement, workflows, and logistics into one seamless system. By boosting efficiency and cutting costs, it helps businesses scale to meet market demands. With GelatoConnect, we’re reshaping the print industry to be more efficient, sustainable, and profitable.

The Role

This role sits within GelatoConnect Logistics (GCL), the engine responsible for the final, critical mile of our end-to-end solution. Logistics is one of the highest cost centers for our customers, and GCL turns this challenge into a competitive advantage through carrier abstraction, AI routing, and packaging optimization.

This is a hands-on, day-to-day role with clear ownership over logistics operations in your region. You’ll be responsible for ensuring shipments move smoothly, costs are predictable and competitive, and operational issues are addressed quickly and effectively. At the same time, you’ll play an active role in shaping how the platform evolves by feeding real customer and operational insight into product development and roadmap decisions.

You’ll work across multiple dimensions: operating the logistics engine, engaging directly with customers and carriers, analyzing performance data, and helping improve workflows through automation. Some work is forward-looking and analytical; some work is immediate and execution-focused. All of it directly impacts the experience our customers have when they use GelatoConnect Logistics.

What You’ll Be Doing

• Own day-to-day regional logistics operations end to end, ensuring shipments run smoothly, costs are controlled, and issues are resolved quickly.
• Monitor, analyse, and act on performance data through hands-on dashboard analysis, proactively identifying and resolving shipment issues, carrier exceptions, and operational risks, while tracking delivery quality, service levels, and cost drivers.
• Manage complex carrier relationships and logistics costs, including invoice accuracy, surcharges, and discrepancies.
• Identify and prioritise opportunities to streamline and automate operational workflows, improving speed, accuracy, and scalability.
• Build, design, implement, and continuously improve automated workflows, applying modern automation and AI tools to reduce manual work and increase reliability.
• Serve as an operational point of contact for carriers, ensuring service expectations, data flows, and processes are well understood and executed.
• Engage directly with GelatoConnect Logistics customers to resolve issues and explain service changes, acting as an internal advocate to ensure operational decisions reflect customer experience and impact.
• Translate operational and customer insight into product development, partnering with Product and Engineering to improve tools, workflows, and integrations.
• Collaborate cross-functionally with Product, Engineering, Finance, Sales, and Customer teams to align operations, pricing, and platform capabilities.
• Share operational insights across teams to support data-driven decisions on performance, cost, and service quality.
• Continuously improve the platform, identifying gaps in tooling or data and supporting the rollout of scalable operational improvements.

Who You Are

• You’re someone who takes pride in building systems that work, and improving them over time.
• Operations-oriented: 4–8 years of experience in logistics, supply chain, operations, consulting, or a similarly execution-heavy environment.
• Automation-curious: Strong interest in automation and AI, with a practical mindset for applying them to real operational challenges.
• Data-fluent: Comfortable working with data, dashboards, and analysis to identify issues, assess impact, and guide decisions.
• Structured problem solver: You bring clarity and structure to complex, multi-variable problems.
• Customer-focused: You naturally think about how operational decisions affect customer experience and trust.
• Commercially aware: You understand cost drivers, service trade-offs, and the commercial implications of operational choices.
• Comfortable externally: Confident communicating with both carriers and customers in a clear, professional way.
• High ownership, high grit: You take responsibility for outcomes and stay engaged through operational friction.
• Adaptable learner: You pick up new tools, concepts, and domains quickly.
• Logistics experience is a plus, but not a requirement. What matters most is your ability to execute, learn, and continuously improve systems that customers rely on.

What This Role Is About

This role offers meaningful ownership and the chance to shape outcomes at scale.

In this role, you will:

• Own hands-on operational execution with real regional accountability.
• Directly influence customer experience and platform quality through day-to-day decisions.
• Work at the intersection of execution, analysis, automation, and product input.
• Translate operational insights into improvements that have global impact.

What it’s like to work at Gelato

We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit.

Our culture is unique and we live by our values, so it’s worth learning more about our culture and how we work before presenting your application. At Gelato, we pride ourselves on our global presence with 14 offices worldwide, fostering a dynamic and diverse work environment. Rooted in a culture that values collaboration, creativity, and camaraderie, we actively cultivate a company culture that thrives on shared experiences. We encourage team members to embrace this culture by working from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth.

Lastly, we ask that you please upload your CV in English, regardless of which country you are applying from.