Senior Manager, Global Operations Centre at Zapp
London, GB

Zapp is building the future of convenience with a full stack approach to on-demand essential items, 24/7, delivered in minutes. Customer obsession is at the heart of everything we do, and from founders to riders we are relentlessly focused on delighting our customers. We are backed by the world's leading investors and our team has a phenomenal track record of success from the likes of Amazon, Jumia, Deliveroo, Tesco, and Just Eat. If you’re ready to help build the world’s most customer-focused company, get in touch.

We’re looking for an entrepreneurial, and dynamic Senior Manager to build, lead and evolve our rapidly growing Global Operations Centre team in the UK, Netherlands and France to ensure that all the customers, riders and stores employees we touch grow their affinity for Zapp and have a great experience. This role will see you leading a large team that interact closely with each other and comprise of the following areas:

  1. Contact service Centre: You will lead the day to day service delivery operations of the Customer service frontline team and focus on delivering the best possible service to our customers. In addition, you’ll also need to see the big picture and lead the evolution of the service - i.e. drive the Contact Service Centre agenda, focussing on automations, service culture and design, and ensuring our customer obsession is present in every touchpoint.
  2. Live Operations: You will lead the 24x7 Live Operations teams and ultimately be responsible for monitoring our global operation (DC, Stores, Last Mile) and ensuring the highest operational standards are upheld and coordinating the response to incidents and disruption. The position will lead a team focussed not only on ensuring the day-to-day maintenance of operational stability, but also building and evolving processes that enable the business to consistently meet the relevant standards and requirements as it scales.
  3. Fraud Operations: You will also lead the day to day operations of a small, highly-skilled team focused on the live identification and resolution of potentially fraudulent orders. You will also work closely with the Product and Tech teams to identify improvement and/or automation opportunities to make the team more efficient/scalable.

Responsibilities

The key responsibilities of the role are:

 

  • Lead the implementation/evolution of technology solutions that give us the optimal channel mix and workflows that support our business model
  • Devise and implement a monitoring system, partnering closely with Operations teams to facilitate efficient identification and resolution of issues to ensure customer obsession is apparent in all of our shared processes.
  • Develop dashboards reporting on key KPIs to ensure we deliver on our promises at all times and continuously improve where required if we don’t
  • Lead on deep-dives and building Correction of Errors (CoE) docs and reviews in case of escalations with high customer/employee impact
  • Establish clear SMART goals for the team and a performance culture among managers and agents; continually develop and upskill the team and champion an excellent employee experience
  • Foster team cohesion and loyalty in a largely remote working model
  • Ensure effective forecasting and workforce planning is in place to cover growth and day to day variations in demand in each operating country
  • Define the skills model to recruit the best talent, and ensure our people are supported by knowledge and training
  • Be the outspoken and unashamed voice of our customers and operations in the business

Requirements

  • 8+ years of experience of people leadership, preferably of frontline Customer Service, Mission control or Live Operations teams.
  • 8+ years of experience in technology deployment, operations management, quality management and change/continuous improvement
  • Entrepreneurial mindset, comfortable in highly ambiguous environment and able to independently take responsibility from day one with ability to work with little direction
  • Experience in developing data insights and performance reporting to provide transparency and highlight improvement opportunities
  • Tech orientation - quickly understands changes in our evolving tech suite and continues to see opportunities to deliver better for customers
  • Ability to champion the customer and employee experience in a rapidly growing business with a “fail fast” culture
  • Outstanding communicator in written and spoken formats, happy to work in person and on video/remotely
  • Fully fluent in English, both written and spoken. French and/or Dutch are an advantage
  • Hands-on mentality, willing to roll your sleeves up, and adapt approach to meet the needs of the business
  • Based at Zapp UK Headquarters, but with requirement to travel to other UK and international locations as business requires
  • Able to work and remain calm under pressure

Benefits

  • Competitive salary & equity package
  • Enjoy 25 days holiday per year (plus all bank holidays)
  • Private Health Insurance
  • Extended sick pay and maternity / paternity leave pay
  • Pension contribution
  • Make use of our home office allowance for office supplies
  • Be part of a fast-growing company and a super motivated team

 

At Zapp we embrace diversity. We are committed to creating an inclusive and supportive work environment. We firmly believe that a variety of backgrounds & perspectives make our team stronger and brings our product closer to the customer.

As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.

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