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Operations Manager

2 months ago

Winnipeg, Manitoba, Canada Just Eat Takeaway Full time
About the Role

We are seeking an experienced Operations Manager to lead our Courier Logistics team. As a key member of our Global Operations team, you will be responsible for managing courier logistics and operational capacity for our Canadian market and international partners.

Key Responsibilities
  1. Process Improvement: Ensure that documented standardized processes exist for International Courier Operations. Proactively implement process improvements to enhance the network's performance, including data collection, time studies, and process mapping.
  2. Courier Support: Ensure top-tier support for couriers through both in-house teams and external partners while driving a culture of continuous improvement.
  3. Strategic Planning: Participate in medium-term (3-12 months) and long-term planning to align team and external partner capabilities with the company's expansion and growth strategy.
  4. Peak Business Times: Be available periodically during peak business times to address demand.
  5. International Travel: Periodically travel internationally to external partner locations to ensure on-site management and foster strong working relationships.
  6. Stakeholder Management: Relentless focus on adding value to your BU's stakeholders, with thoughtful consideration to other stakeholders and BUs.
  7. Process Improvement Methodologies: Experience in six sigma, lean manufacturing, or another process improvement methodology and/or project management would be an asset.
  8. Workforce Management: Experience working with Workforce Management (WFM) and planning/forecasting teams would be an asset.
  9. Team Leadership: Has led both in-person, hybrid, and fully virtual/remote teams of varying sizes.
  10. Project Management: Has led large-scale/cross-functional projects.
  11. Data-Driven Decision Making: Is analytical and data-driven.
  12. Process Control: Is extremely organized and understands the benefits of process and document controls.
Requirements
  1. Contact Centre Performance Trends: Strong knowledge of contact centre performance trends and KPIs.
  2. Internal Operations Management: Proficiency in managing internal operations, working with external partners, and performance improvement initiatives.
  3. Contract Management: Understanding of contracts, SOWs, and playbook management.
  4. Experience: 5+ years of experience managing contact centre operations.
  5. External Partner Management: 5+ years of experience interfacing with or managing external partners.
  6. Education: Bachelor's degree in Operations Management or equivalent experience.