Customer Operations Manager

About Packfleet

At Packfleet we’re on a mission to empower independent businesses across the UK to offer the best deliveries on Earth. We’re bringing the experience of receiving a package into the 2020s with modern tech, real-time tracking and updates, seamless integrations and great customer experience.

About the role

Our Customer Operations Manager is responsible for leading and managing a team of Customer Operations Specialists to provide a magical customer experience, for both recipients and merchants.

This role involves developing and implementing effective strategies to improve the customer experience, managing the team’s performance, and providing regular training and support for both Customer and Live Ops.

You will also be responsible for analysing relevant data and metrics, collaborating with other departments and managing the customer operations budget.

We're looking for someone who has some existing customer operations experience though may not have grown a team before but is eager to dive in, learn as we grow, and build something entirely new.

You will report to Helen, our Senior Operations Manager.

What you’ll be doing day to day:

• Develop and implement effective strategies to improve customer experience, including service standards and processes.
• Lead, motivate, and manage your team to hit individual and team goals.
• Establish and maintain relationships with key merchants.
• Monitor customer feedback and trends to identify areas for improvement and make data-driven decisions.
• Document company processes and workflows and making sure they are kept up to date.
• Identify and facilitate process improvements to increase team efficiency and create scalability, including reviewing systems to automate processes where possible.
• Carry out regular training and development sessions to ensure the team is up to date with the latest company processes.
• Set performance goals and metrics for the team and provide regular feedback and support to help improve them.
• Collaborate with sales to make sure we create seamless and coordinated customer experiences. Along with representing Customer Ops for onboarding calls with new merchants.
• Develop and manage the customer operations budget through tracking expenses and reporting.
• Handle escalated customer complaints or queries.
• Keep up to date with industry technology to improve Customer Operations processes.

Metrics and KPIs you own:

• Recipient & Merchant NPS
• Recipient, Merchant & Driver contacts per delivery
• Intercom first response and resolution time
• Team development and morale/happiness

🏡 Logistics (pun intended 🫢)

This role is based at our office/depot in Bermondsey, London. We currently work in a hybrid set-up, where we aim to spend at least 2 days/week together in the office and working remotely the rest of the time, keeping us close to the physical elements of our business whilst also giving flexibility for remote working.

💌 How to apply

You can apply here in just a few minutes, and if you have any questions or queries you’re welcome also to drop an email to jobs@packfleet.com as well. We are able to sponsor visas for this role.

💛 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.