Delivery Operations Supervisor

October 20

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SKUTOPIA

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fulfilment • logistics • ecommerce • warehouse management • 3PL

51 - 200

Description

• Manage daily operations for same-day deliveries, including planning and executing delivery runs for drivers using specialised software. • Conduct in-depth analysis of key performance indicators (KPIs) and apply both short-term and long-term solutions to optimise business metrics and improve operational efficiency. • Collaborate with internal teams and external partners to identify and resolve operational bottlenecks, streamlining processes for better outcomes. • Anticipate and mitigate operational risks, addressing complex issues involving multiple stakeholders, and escalate to the broader team when necessary for timely resolution. • Act as the senior point of contact for clients (merchants), working closely with them to resolve pain points and provide immediate operational support, ensuring high levels of service and satisfaction. • Manage and prioritise incoming support tickets and inquiries from clients, ensuring they are handled efficiently and within set SLAs. • Identify and resolve critical issues that require escalation to senior management or other departments. • Take ownership of client issues, providing solutions that are aligned with both merchant expectations and operational capabilities. • Analyze recurring issues and client pain points to propose and implement continuous process improvements. • Serve as the main point of contact for clients, ensuring clear, proactive, and timely communication.

Requirements

• Experience in managing operations (6+ years), with an in-depth understanding of business process optimisation. • Experience in handling remote delivery operations will be highly regarded • Excellent verbal and written communication skills. You are concise in your communication and confident to liaise with senior clients and partners. • Proven management experience, building and leading high-performing teams. • Strong analytical skills, especially with spreadsheets, to quickly grasp key insights from data. • Ability to promptly make decisions with incomplete information in high-pressure situations. • Exceptional organisational and time management skills with strong attention to detail.