Position Overview 

The Operations Manager / Delivery Experience Manager role is a part of the wider Operations Team and is responsible for leading a team of Fleet Supervisors to ensure smooth, efficient, and high-quality delivery operations. This role is responsible for end-to-end delivery performance, from allocation planning and driver onboarding through to delivery execution, ensuring operational performance and client expectations are met.

The Operations Manager provides guidance and support to team leaders, driving engagement, performance, and operational improvements across the delivery operation.

What you’ll be doing 

• Lead and coach Fleet Supervisors fostering a high-performance and accountable culture.
• Oversee delivery operations to ensure efficiency and adherence to client requirements.
• Ensure successful driver onboarding, ongoing management, and offboarding activities.
• Monitor operational performance and implement improvements to optimise processes, allocation outcomes, and delivery quality.
• Develop and execute strategies that improve driver retention, engagement, and performance outcomes.
• Drive safety, compliance, and operational excellence across teams.
• Collaborate with internal stakeholders to resolve escalations and maintain client satisfaction.
• Lead initiatives to streamline workflows and enhance the delivery experience for drivers and clients.

What are we looking for 

• Demonstrated experience (5–10 years) in operational leadership or similar roles. 
• Proven ability to manage and mentor geographically dispersed, high-performing teams.
• Strong relationship-building and stakeholder management skills.
• Experience driving performance improvements and operational efficiency.
• High level of organisation, problem-solving, and decision-making skills.
• Technologically savvy with experience in Microsoft Office, Freight Management Systems, and route optimisation tools.
• Flexible, proactive, and adaptable with a customer-focused mindset.

Attributes 

• Strategic thinker, able to simplify complex operational challenges.
• Collaborative leader, able to build alignment across teams and influence outcomes.
• Results-driven, with a strong focus on engagement, performance, and continuous improvement.
• Strong communicator with high emotional intelligence, able to motivate and inspire teams.