Head of Operations & Performance Improvement

Head of Operations & Performance Improvement

Our client is a cutting‑edge global e‑commerce business growing at pace with revenue at approximately £100m per annum and rising. This is a fantastic opportunity to join a high‑growth UK & EU internet privately‑owned company within the logistics sector.

We are seeking an analytical and energetic Head of Operations and Performance Improvement
. Reporting into the Operations Director, you will develop, lead and deliver improvement to take the systems to the next level. The preferred candidate will have operational experience within a service environment, Lean, Six Sigma or systems‑thinking experience, experience of a digital contact‑centre service environment and, ideally, some experience of artificial intelligence deployment. The role will build on an already developed claims management system to achieve ambitious growth plans by increasing performance improvement and people‑leadership capability.

• Lead and inspire the performance improvement team, including self‑serve, knowledge management and HR teams, to develop a continuous‑improvement culture and elevate business systems.
• Develop and lead continuous‑improvement capability and culture throughout the company.
• Develop and deploy best‑in‑class self‑serve processes across Client’s websites.
• Knowledge manage Client’s group processes and procedures to enable right‑first‑time delivery for the customer.
• Develop and deploy best‑in‑class recruitment, training and induction processes for the group.

• Team of ~10.
• Delivery of improvement across 25 websites, 200 people and £6 m of cost.
• Self‑service operations and social media.
• Recruitment, training, knowledge management and quality assurance.
• Human resources.

Essential:

• Experience of delivering performance‑improvement initiatives.
• Graduate level strategic and analytical thinking.
• Operational experience in a service environment.

Preferred:

• Lean, Six Sigma or systems‑thinking experience.
• Experience of a digital service environment.
  
  Experience of artificial intelligence deployment.
• Graduate level conceptual and analytical thinking.