Head of Operations

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney's first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

**Role Overview / Purpose**:
We are looking for an experienced and strategic Head of Operations to lead and scale our operational engine nationally. This leadership-level role is responsible for overseeing the entire fulfilment and delivery network, driving operational excellence, ensuring end-to-end service performance, and preparing the business for rapid, tech-driven growth.

You will lead a broad portfolio that includes fulfilment centre operations, national delivery execution, continuous improvement, project management, and large-scale infrastructure and automation initiatives. As a core member of the senior leadership team, you will play a critical role in shaping the long-term strategy, enabling scalable systems and structures, and delivering exceptional value to customers and the business.

This is a deeply hands-on role in a fast-moving environment. You'll be embedded with teams, solving problems on the floor, while also setting strategic direction and influencing at the board level. As we enter a critical phase of growth and prepare for peak trading periods like Black Friday/Cyber Monday, your leadership will be instrumental in ensuring our systems, teams, and infrastructure are ready to scale.

**Key Responsibilities**:
**Strategic Leadership & Execution**:

- Set and execute the national operations strategy, encompassing fulfilment, delivery, operational excellence, and infrastructure development.
- Translate company objectives into scalable, resilient operating models that drive service quality, efficiency, and sustainable growth.
- Lead enterprise-level planning and performance management, including budget ownership, forecasting, and executive reporting.

**Delivery Services - First, Middle & Last Mile**:

- Provide executive oversight of the end-to-end delivery network, including first-mile collection, middle-mile transfers, and last-mile fulfilment.
- Develop and scale delivery capabilities through a combination of in-house operations and strategic third-party partnerships.
- Ensure network optimisation, cost-effectiveness, and service-level performance across all delivery legs.

**Fulfilment Centre Operations**:

- Oversee performance and operational consistency across all national fulfilment centres, ensuring throughput, cost control, workforce productivity, and safety standards are met.
- Drive standardisation of processes, technology utilisation, and capacity planning to support growth and peak readiness.
- Sponsor key fulfilment initiatives that enable scalability, automation, and improved service outcomes.

**Operational Excellence & Continuous Improvement**:

- Embed a high-performance, data-driven culture focused on continuous improvement and operational excellence.
- Lead the implementation of systems, automation, and process enhancements in partnership with Product and Technology teams.
- Ensure best-practice SOPs, metrics, and problem-solving frameworks are adopted consistently across the network.

**Project & Infrastructure Leadership**:

- Lead all major infrastructure and capital investment programs, including national distribution centre automation, regional fulfilment centre expansion, and international operations rollout.
- Oversee end-to-end project delivery — from strategic planning, site selection, and design, through to implementation and operational handover.
- Ensure all facilities are future-ready, scalable, and aligned with the company's technology and customer growth roadmaps.

**Cross-Functional Partnership**:

- Act as the key operational voice across the executive team, ensuring close alignment between Operations, Product, Technology, Commercial, and People.
- Lead operational input into business planning, strategic initiatives, and customer solution design.
- Translate operational insights into strategic improvements and competitive advantage.

**Leadership & Organisational Development**:

- Build and lead a high-performing, nationally distributed operations leadership team.
- Create a culture of ownership, excellence, and continuous development at all levels of the organisation.
- Provide mentorship and succession planning to build long-