Overview
Senior Live Operations Manager | Location: Manchester
Are you ready to revolutionise the world of same-day and on-demand delivery? Nter Talent is partnering with a rapidly scaling UK-based tech-logistics platform to find a Senior Live Operations Manager who will shape the future of their operations. The client is at the forefront of innovation in the tech-logistics sector, experiencing significant year-on-year growth and expanding both in the UK and internationally. They seek a dynamic leader to take ownership of their Live Ops function – the beating heart of their operation where drivers, customers, and deliveries converge in real-time.
This is a unique opportunity to play a pivotal role in a high-growth tech company redefining the logistics landscape.
Responsibilities
- Lead and inspire a high-performing team to deliver exceptional results across customer and driver satisfaction, job completion, and service metrics
- Design and implement smarter, scalable processes with a technology-first mindset
- Drive service excellence across multiple channels (phone, email, SMS, social)
- Oversee compliance, including driver audits and regulatory standards
- Support targeted driver recruitment strategies to strengthen the network
- Collaborate with Product, Tech, Sales, Marketing, and Data teams to fuel continuous improvement
- Use data and insights to set KPIs and inform both day-to-day decisions and long-term strategy
Qualifications
- Customer-obsessed, with a strong understanding of customer and user (driver) experience
- A proactive problem solver who takes ownership and acts decisively
- Process-driven, with a track record of building scalable, repeatable systems
- Confident working with data, dashboards, and metrics to spot trends and opportunities
- Tech-first in their approach to operations and process optimisation
- Experience in gig economy, logistics, delivery marketplaces, or tech-enabled customer environments (contact centre experience and Zendesk knowledge advantageous)
Job details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Distribution and Customer Service
- Industries: Transportation, Logistics, Supply Chain and Storage
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