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Live Operations Lead



London, UK
Posted on Tuesday, September 12, 2023

We're looking for someone highly motivated and driven to lead our team of Live Ops Specialists. Your role will be varied, with room to grow in the directions that you enjoy.

You will be responsible for managing our Live Operations team, making sure they are supported to perform the best they can in their role. You will also play a key part in making sure our drivers can do their best out on the road each day, responding to their calls & messages, creating and managing their routes, and ultimately helping us scale our operation as we grow.

You will work closely with the rest of the Operations team and company to feedback on how we do this, re-defining our product, processes and tech as we scale. You will also be supporting the Live Operations team with managing their team of drivers.

We are looking for someone that has experience leading a team and who’s excited about diving in, learning as we grow, and building something completely new.

We’re on a mission to empower independent businesses across the UK to offer the best deliveries on Earth, saving them time, money and stress, and making their customers the happiest they can be. Our success is directly tied to the success of our merchants and one of the key ways we will help them to succeed is through growing a world-class ops team. We’re a small team looking to build the next generation of logistics companies using technology.

What you’ll be doing day to day:

  • 1:1s with your direct reports, monitoring their performance and highlighting areas for improvement.
  • Working with the wider team on challenging operational problems that are critical to our success.
  • Manage shift patterns, absence, and holiday schedules for the delivery + live ops team.
  • Planning routes for the delivery team using our in-house software
  • Monitoring deliveries to ensure a great experience for recipients and smooth running for drivers
  • Being the first point of contact for our customers and delivery team, helping to solve any issues throughout the day.
  • Getting the opportunity to input into other areas of the business that interest you, whether that’s helping on sales, refining the product, or anything else!
  • Nurturing a transparent and supportive culture within the driver team

🏡 Logistics

This role is based at our office/hub in Bermondsey, London. We deliver 7 days a week (6am - 10pm) with a team of Live Operation Specialists covering the day on a shift pattern. This role will be a 5 day work week pattern which will cover all our delivery days.

💌 How to apply

💛 Our commitment to diversity

We care deeply about creating a diverse team so we particularly encourage applications from people from different underrepresented demographics and encourage you, regardless of your background and past experience, to apply if the role excites you.

If we want to solve problems for people across the UK (and one day around the world), our team has to represent those we’re solving them for. So we need to attract the best talent and create an environment that supports and includes them.

You should apply if:

  • You’re excited about what we’re doing! We’re a tech company working in a very traditional industry and that gives us a huge opportunity to build something truly different.
  • You’re comfortable getting hands-on in a very early stage startup environment. We’re still a small team and so you’ll be involved in everything.
  • You have a tech-first mindset; we’re not expecting you to be able to code, but as a technology company, you need to understand how we can provide a significantly better experience through product and technology.
  • You’re a problem solver who loves finding ways to make processes work as efficiently as possible.
  • You can point to some relevant experience that gives us a good sense of your abilities. This doesn’t need to be operations or logistics specific but you should be able to demonstrate people management experience.
  • You’re an excellent communicator that can resolve issues for both businesses and individuals with our tone-of-voice.
  • You care about the team and culture we are building, and understand the importance of giving feedback and supporting others around you.

What you’ll get:

  • A competitive internally-transparent salary and stock options in Packfleet, with the choice to trade-off salary for additional stock options on signing. The range for this role, based on experience, is £30,000 - £40,000 alongside meaningful equity.
  • Experience at an early stage startup, with a team that’s taken companies from zero-to-one before.
  • A close knit working environment where everybody is working in the same direction, with regular monthly socials.
  • A company & culture that cares about the people within it, with benefits like health insurance, mental health days-off, a learning budget, internally-transparent salaries and 35 days holiday (inc. bank holidays) with unpaid holiday if you need more.
  • Our Packfleet Community Day is on the last Monday of every month: this is a day to spend doing something you enjoy with others in Packfleet HQ. This can be anything from an escape room, crazy golf, climbing, or wine tasting!
  • A budget to spend at our merchants every month, as well as free deliveries through Packfleet, so you can support independent businesses and also get the Packfleet experience first hand.
  • The equipment you need to work to your best.