Operations Director - St Ives

Ref: 114 Date Posted: Wednesday 12 Feb 2020
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CareerJuice are currently seeking an experienced Operations Director to join a leading UK platform business.

As an Operations Director you will:

  • Inspire, expand and strengthen the operations team
  • Help improve customer NPS (Net Promoter Score)
  • Improve service quality
  • Reduce costs by increasing automation and customers ability to self serve

As an Operations Director your responsibilities will include:

  • Leading the Operations team and shaping the Operations strategy. 
  • Build strong working relationships with colleagues across the business; understand their priorities and help them understand yours. 
  • Build, lead, manage and mentor an Operations team encompassing Customer Service, Sales and Resolutions (dealing with delivery issues impartially and resolving them to the satisfaction of customers and suppliers).
  • Ensure the right operational KPIs are in place and are managed effectively.  Reduce the UK operations cost per order by >35% over 2 years, whilst maintaining a 5-star Trustpilot rating and industry-leading NPS.
  • Work closely with our Head of Product to define and deliver a prioritised operational roadmap based on business strategy and value for our consumer products including:
    • Fixes to most common bugs, to reduce frequency of CS calls
    • Automated solutions to most common CS queries
    • Predictive capability for managing volume of orders
    • Operational to manage 60k customers (e.g. accurately predict run-out date) within the next 2 years
  • Ensure that Operations roadmap is well communicated and understood across the wider team. Improve the level of Operational and process understanding across the business.
  • Work with the Supply team to improve our ability to measure and manage delivery performance and NPS
  • Work closely with the CMO to drive sales growth, identifying opportunities and ensuring accurate reporting and measurement
  • Work with the marketing team to make sure specific marketing initiatives are operationally seamless.

To succeed in this role you will need to have:

  • Curiosity and a love of process and optimisation - You love to learn, can always see a better way to do things and get excited about the opportunity to create new processes and experiment with existing ones.
  • Passion for leading teams and at least 5 years’ experience in a senior operations role, ideally in a business that uses technology. You know that delivering high-quality service depends on having a great team in place and skilful leadership and management of them.
  • Good understanding of business strategy and metrics. 
  • Excellent communication and stakeholder management skills. 
  • A data-driven and analytical mindset. You know how to ask the right questions to get to actionable outcomes, how to design processes and use KPIs to measure their effectiveness.
  • Good judgement and the ability to stay calm under pressure. You have superb organizational skills, integrity, and great follow-through on tasks.
  • Experience in a utility & understanding of their processes, especially risk management.
  • Experience in a 2-sided platform business.
  • Numerate degree. 

If you are interested in this role and would like to apply, click apply now!

CareerJuice are acting as an agency.