Head of Operations (COO Track)

GoniniLogistics and e-commerce fulfilment

Workable workplace: remote; Workable locations: London, England, United KingdomFull-TimeManager

Salary not disclosed

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Job Details

Have a top-tier management consulting background.
Bring direct experience running operations in a high-growth environment and owning operational KPIs and a team.
Demonstrate hands-on ability to build and deploy automated operational systems using Claude, Make, and Retool.
Be fluent in SQL, including writing joins and aggregations and interrogating the platform directly.
Have startup experience and the ability to build from scratch in a fast-paced, ambiguous environment.
Use data to diagnose problems, prioritize improvements, and measure impact.
Be able to manage external partners and represent operations credibly to the board.
A degree in engineering, science, or a related quantitative field is a plus.
Experience in logistics, e-commerce fulfilment, or supply chain is a plus.
Customer support management experience and familiarity with Zoho Desk or an equivalent ticketing system and Notion are a plus.

Own the end-to-end fulfilment process across warehouse partners, carriers, and customer support.
Manage 3PL and carrier relationships using SLAs, scorecards, escalation paths, and commercial leverage.
Design and ship AI-driven operational workflows using Claude, Make, and Retool.
Improve operational visibility and reduce manual intervention through automation.
Own the customer support function and improve CSAT and inbound-contact rates.
Lead the existing 4-person operations team and grow it to 6–7 people.
Document the operational playbook and build SOPs for a scalable, less founder-dependent operation.
Work directly on operational tasks, including warehouse work and customer tickets.

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