Head of Operations

Forward Role are seeking a senior Operations Manager or Head of Operations with experience across ecommerce, retail, fulfilment, warehouse or high-volume customer service operations to join our established client in Glasgow. Reporting directly to the CEO, you’ll lead a varied operation covering Customer Service, Stock & Fulfilment and technical Lab operations, taking ownership of operational performance across the customer journey.

The role

As Head of Operations, you’ll lead and develop operational managers and teams while driving improvements across people, processes, productivity and customer experience.

Key responsibilities include:

• Leading Customer Service, Stock & Fulfilment and Lab operations.
• Coaching and developing operational managers and building a high-performing culture.
• Implementing KPIs, performance reporting and operational targets.
• Improving stock control, inventory accuracy, fulfilment, dispatch and returns.
• Leading workforce and capacity planning around demand and peak trading periods.
• Identifying opportunities for process improvement, systems development and automation.
• Driving improvements in productivity, quality, service levels and operational costs.
• Using customer and operational data to identify issues and deliver continuous improvement.

What we’re looking for

• Operational leadership experience within ecommerce, retail, fulfilment or a high-volume service environment.
• Experience managing multidisciplinary operational teams.
• Strong knowledge of stock control, fulfilment and customer service operations.
• A track record of implementing KPIs and performance frameworks.
• Experience improving operational processes, productivity and service.
• Workforce and capacity planning experience.
• Strong people management and leadership skills.
• A commercial, data-led and customer-focused approach.
• Experience within technical production or Lab operations would be advantageous, while outbound sales or telesales experience would also be beneficial, but neither is essential.

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