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Delivery Success Live Operations Manager

South Africa (Remote)

As the Delivery Success Live Ops manager, you'll manage our fulfilment teams who support our delivery partners and clients in their dispatching needs. You'll work closely with the wider delivery team (including delivery operations, training, and quality assurance) enabling further scalability of our support team and engineering solutions to operational problems experienced in our Delivery as a Service space.

This role is ideally suited to a dynamic and energetic person who is motivated by finding and implementing solutions to problems in untested waters, creating opportunities for efficiency in the workplace, and fostering an environment that enables growth and a learning mindset for all team members.

What you’ll be doing

  • Ensure the effective operations of the Delivery Success business unit;
  • Directly manage the internal support teams (team leads and direct reports);
  • Collect, analyse and report on customer success KPIs (customer service metrics, KPIs, team happiness, etc.);
  • Evaluate team performance with key metrics (first response time, wait time, average response time, resolution time, contact ratio etc.) in order to identify and implement improvement initiatives;
  • Report all critical-level escalations to the relevant stakeholders;
  • Review the business unit workforce planning to ensure optimal coverage;
  • Drive efficiency and quality control within the teams;
  • Create a culture that ensures collaboration and goal achievement;
  • Continuously empower and engage all team members;
  • Continually develop improvements and successfully embed change projects;
  • Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference;
  • Execute in a “work hard, play hard” atmosphere where exceeding expectations is the norm.

Requirements

  • A minimum of 5 years' previous relevant experience in operations, sales operations or customer service, managing a team of 30+;
  • Successfully completed Matric/NQF Level 4;
  • Strong analytical skills with a proven track record of exceeding targets, KPI’s or SLA’s in fast-paced environments;
  • Solid understanding of reporting and budgeting procedures;
  • Evidence of well-developed leadership skills;
  • Ability to coach and motivate individuals and teams;
  • Ability to adapt and succeed in a changing environment;
  • An empathetic, inclusive and curious attitude;
  • Well-organised, excellent ability to prioritise and thrive in a high pressured environment that is metrics-driven;
  • Excellent verbal and written English communication skills;
  • Authorisation to work in South Africa.

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