Head of Operations
Head of Operations
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1 Vacancy
Job Description
Job Description
Job Title: Head of Operations
Reporting to: Chief Operating Officer
Department: Operations
Date: May 2025
Location: Onsite Potters Bar EN6 1BW
About Us:
LITTA is a fastgrowing digital scaleup with ambitious plans to transform waste collection for residential and commercial clients. Our technologydriven approach connects customers with the best carriers optimising for efficiency and sustainability. We foster a collaborative innovative and supportive team culture where everyone has the opportunity to contribute and grow.
Job Overview:
We are looking for a strategic and executionfocused Head of Operations to lead and scale our operational engine across Logistics Partner Supply and Business Operations. This role is ideal for someone highly processdriven with a sharp eye for detail a strong grasp of dataled decision making and a deep passion for delivering outstanding customer experiences.
The successful candidate will manage a team of 8 FTEs and oversee endtoend service delivery while driving continuous improvement across systems partner network performance and customer satisfaction.
Whats In It For You:
- Competitive salary of up to 70000 depending on experience.
- Ownership and autonomy to shape a key function in a growing business.
- A collaborative supportive culture that values continuous learning.
- A wide range of company benefits including wellbeing programs discounts special day holidays monthly team dinners and more.
Key Accountabilities
Operational Leadership
- Lead improve and performance manage the Operations team (currently 8 FTE) to ensure consistent highquality delivery.
- Create a culture of accountability service excellence and process ownership.
- Set clear goals KPIs and development plans to drive productivity and customer experience.
Process & System Optimisation
- Build and improve scalable repeatable operational processes that reduce friction and increase efficiency.
- Work crossfunctionally with Product and Marketing teams to improve communications and system design that enhance customer satisfaction and drive positive outcomes.
- Own documentation operation training and onboarding SOPs and reporting frameworks across operations.
CustomerFirst Service Delivery
- Champion a customerfirst culture ensuring seamless booking and resolution experiences across all channels.
- Oversee and deliver response time SLAs across both B2B and B2C inboxes driving responsiveness and customer satisfaction at every touchpoint.
- Lead resolution of escalations complaints and ensure proactive feedback loops are embedded.
Logistics & Supply Oversight
- Oversee realtime job allocation fleet availability and partner routing to minimise delays and optimise service efficiency.
- Support partner growth onboarding and retention strategies across UK regions.
- Work closely with the Partner Manager and monitor compliance and partner performance using data to target improvements and highlight gaps.
Strategy Reporting & Continuous Improvement
- Define and report on weekly/monthly operational KPIs to the COO and wider senior leadership team.
- Drive transformation initiatives that simplify workflows and support scale (e.g. automation dashboards).
- Identify and mitigate operational risks while embedding robust quality assurance.
Key Metrics for Success
Youll be responsible for monitoring and improving KPIs across three core dimensions: Partner Performance Operational Delivery and Customer Experience. These include but not limited to:
- Partner Network Health: Active Partners & Drivers Partner Churn Rate New Partners Onboarded
- Service Efficiency: Jobs Completed per Partner per Week FirstTime Job Acceptance Rate OnTime Arrival Rate Let Down & Reschedule Rates UnabletoFulfil Metrics
- Customer Experience: Net Promoter Score (NPS) Average Job Rating Complaint Volume Serious Incident Rate Inbox Response Times
- Operational Compliance: Partner Availability Score Document Compliance Rate Outstanding Tipping Ticket Reduction
The Ideal Candidate Will Have:
Experience
- Minimum 5 years experience in a senior operational role (logistics supply chain techenabled services or highgrowth platforms).
- Proven ability to build and manage highperforming teams.
- Strong process optimisation and documentation skills.
- Exceptional attention to detail and commitment to quality execution.
- Comfortable managing and solving complex realtime issues using a structured datainformed approach.
- Handson experience delivering both B2B and B2C customer services.
- Strong analytical and reporting skills using CRMs tactical data analysis (Excel) and dashboards.
- Clear communicator with the ability to influence crossfunctional teams and senior stakeholders.
Education
A degree in Business Operations or a related field (preferred but not required).
Required Experience:
Senior Manager
Employment Type
Full-Time
