Lead Partner Success Operations Manager

We are Ocado Solutions, and we are revolutionising online grocery. We partner with the world\’s leading retailers, providing our innovative Ocado Smart Platform (OSP) – a powerful blend of automation and software – to elevate their e-commerce capabilities. Join us and be part of a team that\’s shaping the future of retail, working with global giants from Kroger to AEON.

About the Role

As a Lead PSOM you will be instrumental in leading consistent productivity and efficiency improvements in the Ocado Partners. This pivotal role demands a relentless leader capable of driving productivity and efficiency through the maximisation of the Ocado Smart platform (OSP) and implementation of best practice management methods.

You will be responsible for creating and delivering actionable Partner-specific improvement plans with clear milestones and outcomes, fostering a culture of excellence, and delivering measurable change that enhances operating performance and lowers last mile cost.

The role requires exemplary stakeholder management to negotiate and influence Partners (and Regions) to make modifications to Partner processes and systems. The problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand and solve.

The role should provide clear and timely feedback into product/technology that promotes concise UX development, discuss new features and functionality – all leading to a better system for our operational partners.

Lead PSOMs will be expected to:

• Lead a team of Last Mile specialists to provide ongoing education, support and consultancy to Partners across the globe using OSP to operate their Last mile.
• Be accountable for the line management of Last Mile PSOMs to ensure clear objectives against Techsol goals that are in line with PSOM craft competencies and factor in 360 feedback. Ensure that the team is documenting outputs and recommendations, quantifying and recording hours spent on projects into the Monthly Cadence Tracker to allow effective capture of spend on activities.
• Monitor product performance across Last Mile, ensuring trends in partner performance are identified, KPI performance is monitored and any significant changes are brought to the attention of regional teams alongside proposed solutions. This should form part of ongoing partner improvement programmes designed to lower Last mile costs to agreed benchmarks.
• Ensure a productive working relationship with Ocado Technology stakeholders to provide detailed insights on partner performance and influence priorities for change and adaptation of the OSP Last mile product. Understand changes on to OSP and share this knowledge with the wider Partner Success teams whilst also ensuring thorough documented knowledge capture of said changes.

Key Responsibilities:

• Leadership:
• Manage the team providing knowledge transfer, operational training and support as Subject Matter Experts to Partner Success Managers and OSP Partners as they establish their business. This will involve development of internal documentation and digital content alongside in Partner Hubs.
• End-to-End Management:
• Manage the team to assist Partners to prepare for Go Live and provide onsite support for 3 months after launching.
• Oversee the entire lifecycle of optimisation initiatives from initiation and planning to execution, monitoring, control, and closure, ensuring optimisation initiatives are delivered on time, within budget, and to the highest quality standards with clear outcomes
• Resource Management & Allocation:
• Ensure there is a coordinated approach to supporting Partners across the OSP solution through review of requests, ascertain resource required, assign accordingly from resource requests process.
• Effectively allocate and manage teams resources, including personnel, budget, and technology, to maximize efficiency and achieve objectives.
• Frequently communicates with Head of Last Mile Optimisation regarding impact of strategic decisions on the Partners and rest of the organisation.
• Stakeholder Management & Communication:
• Ensure OSP Partners are adequately informed on best practice for their Last mile operation e.g. organising and capture of driver hours and how to reduce cost to serve.
• Negotiates and compromises with internal parties to accept concepts, practices and approaches of the job area, where there is unwillingness or scepticism.
• Ensure that the team informs Partners of any engage or notify deployments that are being released from Technology. Establish a best practice for this function and ensure this is being adhered to across all areas of the platform.
• Process Improvement & Optimization:
• Embed Last mile PSOM cadence to ensure partner trends, knowledge capture, best practice and launch strategies are maintained.
• Continuously evaluate and refine optimisation methodologies and processes to enhance efficiency, consistency, and scalability across the organization.
• Work alongside Last mile analytics to develop and contribute towards long term analytics processes that support OSP partners.
• Team Leadership & Development: Lead, mentor, and develop a high-performing team of subject matter experts and Team Leaders, fostering a collaborative and results-oriented environment.

About you

• Preference for candidates to have progressive experience in productivity/optimisation management, and experience in a leadership role overseeing a portfolio of complex productivity initiatives, preferably within the logistics, courier, or supply chain industry.
• Proven track record of successfully delivering efficiency gains through a robust and consistent approach.
• Demonstrable experience in implementing new technologies and driving significant operational improvements.
• Previous experience and demonstrable breadth and depth of knowledge of the Last Mile Operations environment.
• Partner Success related experience with understanding of the role and key responsibilities
• Previous experience and demonstrable breadth and depth of knowledge of Ocado Smart Platform (OSP) Last Mile systems highly desirable.
• Strong working knowledge of the Last Mile data available in platforms such as looker, data studio, Celonis and OSP data sources highly desirable.

What we offer

We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here’s a snapshot of what you can expect:

• Time to recharge:
  25 days annual leave (rising to 27 after 5 years), plus the option to buy more – and 30 days a year to work from anywhere in the world.
• Health & wellbeing:
  Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
• Family-first policies:
  22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
• Financial support:
  Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.
• Commuter perks:
  Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
• Exclusive discounts:
  15% off at Ocado.com with free delivery (starting in your first month).

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

~LI-Hybrid

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