Overview
The Carrier Operations Manager sits within the Home Delivery Department, which brings together several teams responsible for key operational areas, including:
- Carrier Management
- Warehouse Fulfilment
- Own Fleet 2‑Person Deliveries
The Carrier Operations Manager ensures a reliable, seamless end‑to‑end parcel journey, moving shipments efficiently from despatch locations to customers’ homes or out‑of‑home collection points. The role focuses on delivering in line with the Customer Promise while optimising cost and sustainability performance.
Success relies on close collaboration with fulfilment sites to understand forecasted volumes and operational needs, alongside proactive engagement with carrier partners to secure timely collection, processing, and delivery.
The role works across a wide stakeholder group to enhance delivery performance and strengthen the customer proposition, including partnering with Digital teams on delivery improvements and with Returns teams to support smooth, timely refunds.
The core purpose is to ensure a seamless operational handover from fulfilment centres through to final‑mile delivery, achieving both Perfect Delivery and Perfect Order standards.
What you’ll be doing
- Lead daily/weekly collection planning with carriers and fulfilment centres, aligned to volume forecasts
- Run daily operational reviews with sites, focusing on sales trends and channel‑split performance
- Manage final‑mile carrier performance to maximise first‑attempt success and on‑time delivery
- Own peak and promotional planning to ensure carrier network readiness
- Improve cost efficiency through optimised parcel allocation across sites and carriers
- Partner with Returns teams to ensure effective web‑returns handling and timely refunds
- Oversee resolution of high‑value or escalated customer orders and Click & Collect store deliveries
- Lead logistics projects, operational improvements, and delivery‑proposition changes
- Ensure operational compliance and provide daily customer‑facing issue reporting
- Analyse operational data and Perfect Delivery metrics to drive service, cost, and performance improvements
What we’ll look for in you
- Full UK driving licence and access to a car
- Minimum five years’ experience in analytical, planning, or operational roles, including 3PL management
- Strong business acumen with advanced analytical skills and a process‑improvement mindset
- Advanced Excel capability (pivot tables, lookups, IF logic, multi‑dataset handling)
- Excellent organisation, planning, and prioritisation skills
- Clear, confident communicator able to influence internal and external stakeholders
- Proven leadership, adaptability, and strong decision‑making in operational environments
- Experience with carriers or Carrier Management Systems, plus understanding of warehouse operations
- Strong problem‑solving skills and experience using BI tools such as Power BI
- High ownership mindset, meticulous attention to detail, and a customer‑first approach
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