Job Purpose

The Operations Manager will lead and optimise our end ‑to‑end fulfillment and final mile delivery operations, ensuring exceptional performance, accuracy, and customer satisfaction. This role is responsible for the daily execution, continuous improvement, and strategic alignment of our operations.

The ideal candidate is a hands ‑on leader who thrives in a high ‑volume, fast -paced environment and is

committed to operational excellence, team development, and scalable growth.

Key Responsibilities

1. Fulfillment & Final Mile Operations Leadership

• Lead and manage all fulfillment activities: receiving, storage, picking, packing, dispatch, and final mile logistics.

• Implement best practices and operational standards to ensure fast, accurate, and cost -efficient order fulfillment.

• Oversee inventory management processes, including stock accuracy, cycle counts, and variance resolution.

• Maintain rigorous quality control to ensure high pick & pack accuracy and product integrity from warehouse to customer.

• Collaborate with procurement to maintain optimal consumables and packaging inventory levels.

• Drive capacity planning - space, equipment, and workforce - to support peak season performance and long -term scalability.

2. Stakeholder & Customer Management

• Partner with customer service, business development, and technology teams to align operational execution with customer expectations.

• Resolve escalated customer queries and implement preventative solutions to improve service outcomes.

• Build strong relationships with suppliers, third ‑party logistics partners, and service providers to enhance operational efficiency.

3. Process Improvement & Operational Efficiency

• Identify, develop, and implement process improvement initiatives that increase productivity and reduce fulfillment and final mile costs.

• Define, track, and manage KPIs related to order accuracy, fulfillment speed, cost per order, and service levels.

• Champion continuous improvement methodologies and successfully manage change within the operations environment.

4.Budgeting & Financial Management

• Build and manage the operational budget for fulfillment and final mile functions.

• Monitor costs, identify variances, and implement cost -saving initiatives without compromising quality or speed.

• Provide regular, data -driven reporting to ensure alignment with financial and operational targets.

5. Team Leadership & Development

• Recruit, lead, and mentor a high -performing operations team.

• Drive a culture of accountability, continuous learning, and operational excellence.

• Implement coaching, performance management, and skills development initiatives that strengthen team capability.

6. Health, Safety & Compliance

• Ensure full compliance with Occupational Health and Safety Act (OHSA) standards and internal safety policies.

• Conduct routine safety audits and ensure corrective actions are implemented promptly.

• Maintain compliance with all company policies, legal requirements, and fire safety regulations.