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 the number of on-road metrics, and on-road capacity building. The SMDO also handles customer escalations, ensures process adherence during RTS evening handoffs, and actively leads DSP Roundtables. Key responsibilities include executing operational tasks, monitoring KPIs, implementing new processes, and serving as a liaison between the 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:
1. Monitor and audit plans for Delivery Service Partners, including staffing, schedules, quality initiatives, and performance levels.
2. Promote best practices and continuous process improvements across your team in areas like health and safety and productivity.
3. Ensure there is on-the-road capacity for deliveries, including during peak business times.
4. Help to pilot new service types on-site, such as electric vehicles and cargo bikes.
5. 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 prioritizing 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 analyzing data and performance metrics with leaders in your business area, as well as discussing the operational pros and cons of technical improvements with engineers.
Minimum Qualifications:
1. University degree (Bachelor's or Master's degree), completed before start date.
2. Relevant experience in using data or anecdotal evidence to influence business decisions.
3. Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.
4. Advanced proficiency in written and spoken English.
Preferred qualifications: Relevant experience of communicating with internal and external stakeholders; experience in a logistical working environment.
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