DESCRIPTION
The Shift Manager Delivery Operations (SMDO) is responsible for overseeing and optimizing delivery operations, with a focus on performance management prioritizing safety. This role involves conducting weekly Delivery Service Performance Reviews, managing number of On-road metrics & on-road capacity building. The SMDO also handles customer escalations, ensures process adherence during RTS evening handoffs, and actively lead DSP Roundtables. Key responsibilities include executing operational tasks, monitoring KPIs, implementing new processes, and serving as a liaison between delivery station and DSPs. This position requires strong analytical skills, leadership capabilities, and the ability to drive continuous improvement in safety, performance, and quality metrics across delivery operations. The SMDO plays a crucial role in maintaining high standards of service and operational efficiency.
Key job responsibilities
Monitor and audit plans for Delivery Service Partners, including staffing, schedules, quality initiatives, and performance levels
Promote best practice and continuous process improvements across your team in areas like health and safety and productivity
Ensure there is on-the-road capacity for deliveries including during peak business times
Help to pilot new service types on-site, such as electric vehicles and cargo bikes
Carry out performance reviews with Delivery Service Partners
A day in the life
You’ll work shifts and be based at one of our operational sites. Your main focus will be to maintain safety standards within your team and across your site. You’ll also monitor and maintain process efficiency. Your days will always include prioritising routine team management and daily operational tasks, alongside other tasks like individual escalations, process improvement work and wide-scale operational contingency planning.
Being a key part of the operations team involves working with colleagues in other teams and external partners to make sure we stay on track to meet our customer demands and targets. This will involve analysing data and performance metrics with leaders in your business area, as well as discussing the operational pros and cons of technical improvements with engineers.
BASIC QUALIFICATIONS
University degree (Bachelor's or Master's degree), completed before start date
Relevant experience in using data or anecdotal evidence to influence business decisions
Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
Advanced proficiency in written and spoken English