Role: Service Operations Team Lead
Location, Remote
Salary Range: £35,000 - 45,000
About the Role
We are hiring for a Service Operations Manager to run and own our Fulfilment team.
Reporting into the Head of Service Operations, and working closely with our Support, Finance, Product and Marketplace teams, you will support our mission to be the most inspiring learning marketplace for people and organisations around the world by ensuring our users are provided with the best learning experience.
The Service Operations Manager will play a crucial role in managing the end-to-end order fulfilment process ensuring timeline and accurate delivery of learning resources to our users receive. In addition to managing the operational aspects, you will also be responsible for leading and developing a high-performing team. You will collaborate closely with cross-functional teams to optimise efficiency, reduce costs, manage scale and enhance user satisfaction.
Here’s what you’ll be getting up to:
- Develop and execute a comprehensive fulfillment operations strategy to meet user and client demands efficiently and effectively whilst the organisation is scaling, including headcount and resource considerations.
- Oversee and manage the entire order fulfillment process, from order approval to delivery, ensuring adherence to service level agreements (SLAs) and fulfillment targets.
- Lead and develop a team of fulfillment operations professionals, providing coaching, mentoring, and performance feedback to foster a culture of continuous improvement.
- Collaborate with the PartnerOps and Marketplace team to maintain strong relationships with our providers to resolve issues and optimise fulfilment and invoicing processes.
- Work closely with the Finance and Data team to ensure accurate spend and cost reporting for our costs and transactions with an aim to improve accuracy and reduce waste
- Monitor and analyse key performance indicators (KPIs) related to fulfillment operations, such as SLA, cost per user, cost per order, and productivity, and implement corrective actions as needed.
- Identify opportunities for process improvements, automation, and cost savings within the fulfillment operations, leveraging technology and best practices.
- Collaborate with the support team to address request-related inquiries, escalations, and customer complaints promptly and effectively.
- Foster a positive and inclusive work environment, promoting teamwork, collaboration, and professional growth among team members.
- Conduct regular team meetings, set performance goals, and provide ongoing training and development opportunities to enhance the skills and capabilities of the team.