Operations Manager
4 weeks ago
About Shift
Shift is a rapidly expanding marketplace that's transforming the logistics industry. We're on a mission to revolutionise how goods move from point A to point B, leveraging innovative technology to deliver smarter, faster, and more efficient delivery solutions. Trusted by some of the most well-known brands, Shift powers cutting-edge logistics that enhance convenience and flexibility for all users.
Key Responsibilities
- Manage a comprehensive scorecard of business metrics to drive exceptional outcomes.
- Respond promptly and effectively to customer and driver satisfaction, issue resolution, and job completion, all while contributing to ambitious business growth objectives.
- Track live bookings, jobs, and routes, intervening as necessary to ensure seamless operations.
- Address real-time queries and challenges, adhering to internal and external time-bound SLAs.
- Build and maintain strong relationships with drivers and driver partners across our platform, fostering a collaborative and supportive environment.
- Manage and lead a small team of external third-party partners (BPO) to ensure compliance with established processes and quality standards.
- Work closely with other members of the Operations team to enhance efficiency and effectiveness.
- Provide weekly operational updates to key stakeholders, keeping them informed and engaged with our progress.
- Effectively allocate jobs and routes to our driver network, leveraging advanced technology and algorithms to build efficient and suitable routes.
- Recruit, maintain, and manage drivers within the Shift Marketplace, ensuring driver liquidity in key areas across the UK.
Requirements
- Ability to handle customer queries with professionalism and clarity.
- Strong verbal and written communication skills to effectively convey information and ideas.
- Capacity to inspire team performance while thriving in a collaborative environment.
- Proven track record of strong problem-solving abilities in dynamic situations.
- Excellent organisational and time management skills to meet targets and deadlines.
- Ability to remain calm under pressure, with a strong desire for personal development and continuous learning.
Why Shift?
- Plenty of benefits, including 33 days annual leave and enhanced MAT and PAT pay.
- Ambitious, flexible, and challenging culture.
- Collaborative working environment, working within cross-functional teams across the business group.
- Focused on finding solutions for customers, drivers, and partners through the use of technology.
- Direct impact on the growth of the business – we will always need and want you to bring ideas to the table.
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