Operations Lead

Alexandria, Sydney, Australia or Hybrid
- Full Time

**Company Description**

**About Us**

SKUTOPIA is a fast-growing Australian startup - we’re building innovative ecosystems that power the booming eCommerce industry. We’re a team that’s driven to create contemporary products & world-class services that contributes to our mission to positively impact our planet.

SKUTOPIA NOW offers premium delivery services to our online merchants and end consumers. We empower merchants to grow their business by providing them with delivery ease, customer delivery support and a great end recipient experience. We empower drivers with an efficient delivery process so they can deliver with the flexibility they desire, confidence they want and control they seek.

**About The Role**

The Operations Lead for SKUTOPIA NOW will play a critical role in scaling the business from day one. In this role, you will lead a team and oversee operational activities at every level of the business. This will range from maintaining high-quality delivery services for our clients, within the SLAs defined, to hiring, training, and managing the core operations team. You will also collaborate closely with the General Manager, senior management, and other stakeholders, to execute on the growth strategy and continually improve our processes.

Your key focus areas are: taking full ownership of the day-to-day delivery operations across all cities we operate in, managing the core operations team that report into this role, liaising with clients (merchants), and working closely with our delivery drivers. Ideally, you will have proven experience in a business operations or client management role. Additional experience in either a high-growth start-up, eCommerce, or the logistics and transportation industry will be highly regarded.

**In this role you will**:
**Operations**:

- Lead the day-to-day operations of SKUTOPIA NOW. This includes creating and executing delivery runs for drivers using our proprietary software, from receiving orders through to a successful delivery
- Work closely with the operations team to identify and resolve bottlenecks in the operations process
- Anticipate and mitigate both operational and tactical risks, including complex issues involving multiple stakeholders, and promptly escalate with the broader team when required
- Work closely with the Operations Supervisor to manage delivery drivers. This includes leading the recruitment, rostering, and broader strategy regarding driver management
- Liaise with clients (merchants) as their senior customer success manager. This includes working closely with them to solve their pain points, as well as providing them with immediate operational support

**Management**:

- Support and mentor members of the ops team on-site and remotely
- Execute the SKUTOPIA NOW growth strategy, alongside the General Manager, and senior management
- Engage other key stakeholders including the broader SKUTOPIA team, key suppliers, and partners, to execute strategic initiatives
- Work closely with the wider team to enable market growth in new capital cities for SKUTOPIA NOW
- Manage budgets and forecasts along with examining financial data and use them to improve profit margins

**About You**

We are looking for a problem solver who becomes energized by a fast-paced environment. You have confidence in leading the operations of a highly dynamic and fluid business, and you are willing to be challenged to continually progress your career. You’re a doer that is comfortable with a high level of responsibility. You’re capable of solving complex problems independently, and also in close collaboration with a wide range of stakeholders. You’re analytically minded and able to pull out actionable insights from data, and follow this through to full execution. And, you’re ready to work with some really smart people to make an immediate and tangible impact.

**We think you will need**:

- Experience in managing operations (6+ years), with an in-depth understanding of business process optimisation
- Excellent verbal and written communication skills. You are concise in your communication, and are confident to liaise with senior clients and partners.
- Management experience building and leading high-performing teams
- Strong analytical skills with spreadsheets to quickly grasp key insights in data
- Ability to promptly make decisions with incomplete information in high-pressure situations
- Exceptional organisational and time management skills, and attentive to detail

When you join us, you’ll be an important pillar of a rapidly growing startup. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We offer a competitive remuneration package, flexible working optio