Head of Operations

**Job Title**:Head of Operations

**Reporting to**:Chief Operating Officer

**Department**:Operations

**Date**:May 2025

**Location**:Onsite - Potters Bar EN6 1BW

**About Us**:
LITTA is a fast-growing digital scale-up with ambitious plans to transform waste collection for residential and commercial clients. Our technology-driven approach connects customers with the best carriers, optimising for efficiency and sustainability. We foster a collaborative, innovative, and supportive team culture where everyone has the opportunity to contribute and grow.

**Job Overview**:
We are looking for a strategic and execution-focused Head of Operations to lead and scale our operational engine across Logistics, Partner Supply, and Business Operations. This role is ideal for someone highly process-driven, with a sharp eye for detail, a strong grasp of data-led decision making, and a deep passion for delivering outstanding customer experiences.

**What’s In It For You**:

- **Competitive salary** of up to £70,000 depending on experience.
- **Ownership and autonomy**to shape a key function in a growing business.
- **A collaborative, supportive culture**that values continuous learning.
- A wide range of company benefits, including wellbeing programs, discounts, special day holidays, monthly team dinners, and more.

**Key Accountabilities**

Operational Leadership
- Lead, improve, and performance manage the Operations team (currently 8 FTE) to ensure consistent, high-quality delivery.
- Create a culture of accountability, service excellence, and process ownership.
- Set clear goals, KPIs, and development plans to drive productivity and customer experience.

Process & System Optimisation
- Build and improve scalable, repeatable operational processes that reduce friction and increase efficiency.
- Work cross-functionally with Product and Marketing teams to improve communications and system design that enhance customer satisfaction and drive positive outcomes.
- Own documentation, operation training and onboarding, SOPs, and reporting frameworks across operations.

Customer-First Service Delivery
- Champion a customer-first culture, ensuring seamless booking and resolution experiences across all channels.
- Oversee and deliver response time SLAs across both B2B and B2C inboxes, driving responsiveness and customer satisfaction at every touchpoint.
- Lead resolution of escalations, complaints, and ensure proactive feedback loops are embedded.

Logistics & Supply Oversight
- Oversee real-time job allocation, fleet availability, and partner routing to minimise delays and optimise service efficiency.
- Support partner growth, onboarding, and retention strategies across UK regions.
- Work closely with the Partner Manager and monitor compliance and partner performance, using data to target improvements and highlight gaps.

Strategy, Reporting & Continuous Improvement
- Define and report on weekly/monthly operational KPIs to the COO and wider senior leadership team.
- Drive transformation initiatives that simplify workflows and support scale (e.g. automation, dashboards).
- Identify and mitigate operational risks while embedding robust quality assurance.

**Key Metrics for Success**

You’ll be responsible for monitoring and improving KPIs across three core dimensions**:Partner Performance**, **Operational Delivery**, and **Customer Experience**. These include but not limited to:

- **Partner Network Health**: Active Partners & Drivers, Partner Churn Rate, New Partners Onboarded
- **Service Efficiency**: Jobs Completed per Partner per Week, First-Time Job Acceptance Rate, On-Time Arrival Rate, Let Down & Reschedule Rates, Unable-to-Fulfil Metrics
- **Customer Experience**: Net Promoter Score (NPS), Average Job Rating, Complaint Volume, Serious Incident Rate, Inbox Response Times
- **Operational Compliance**: Partner Availability Score, Document Compliance Rate, Outstanding Tipping Ticket Reduction

**Experience**
- Minimum **5 years’ experience** in a senior operational role (logistics, supply chain, tech-enabled services, or high-growth platforms).
- Proven ability to build and manage **high-performing teams**.
- Strong **process optimisation** and documentation skills.
- Exceptional **attention to detail** and commitment to quality execution.
- Comfortable managing and solving complex real-time issues using a structured, data-informed approach.
- Hands-on experience delivering both B2B and B2C customer services.
- Strong analytical and reporting skills using CRMs, tactical data analysis (Excel) and dashboards.
- Clear communicator with the ability to influence cross-functional teams and senior stakeholders.

**Education**

A degree in **Business, Operations or a related field** (preferred but not required).