Operations Support Manager

We're Hiring! Operations Support Manager

Role Summary

The Operations Support Manager owns the overall performance, structure, and strategic development of the Operations Support function within the warehouse environment.

This role is operationally embedded on-site within the warehouse, working directly alongside Warehouse Operations to drive real-time problem solving, accountability, and performance improvement.

The role ensures customers receive fast, accurate, and accountable operational support, maintaining strong alignment between Customer Operations, Warehouse Operations, and Continuous Improvement.

As the business scales, the Operations Support Manager builds a proactive, performance-led service function that prevents issues before they occur, drives operational ownership at source, and delivers consistently high-quality service outcomes.

This is a hands-on operational leadership position focused on execution, visibility, and service excellence within the warehouse environment

This is an operational leadership role embedded within the warehouse environment, focused on ownership, performance management, and service excellence and therefore requires an on-site presence 5 out of 7 days per week.

Core Responsibilities

Function Ownership & Leadership

• Own the Customer Operations function end to end
• Define service standards, operating structure, and escalation pathways
• Ensure clear ownership of customer queries without cross-team confusion
• Lead Assistant Managers and Customer Operations Agents
• Act as final escalation point for complex operational customer issues

Customer Experience & Service Performance

• Set and maintain customer communication standards across all channels
• Ensure customers receive clear, confident, and timely responses
• Drive a resolution-first culture focused on solving problems rather than routing tickets
• Ensure customer interactions reflect operational expertise and authority

Operational Alignment

• Work closely with Warehouse Operations leadership to ensure alignment between service commitments and operational delivery
• Translate customer feedback into operational action
• Ensure warehouse teams receive structured feedback on recurring customer issues
• Support cross-department collaboration between Operations, CX, Tech, and Continuous Improvement
• Ticketing & Service Infrastructure Ownership
• Own overall ticket workflow design, prioritisation logic, and escalation frameworks
• Ensure service platforms enable efficient handling of customer queries
• Maintain clear categorisation, reporting, and visibility of operational tickets
• Ensure SLAs are clearly defined, measured, and consistently achieved

Performance Management & Team Development

• Manage and develop Operations Support leadership and agents
• Define role expectations, KPIs, and performance standards
• Build operational knowledge within the team to reduce dependency on warehouse supervisors
• Drive coaching, training, and capability development
• Continuous Improvement & Prevention
• Analyse ticket trends and operational failure points
• Identify systemic issues impacting customer experience
• Partner with Continuous Improvement and Operations teams to eliminate root causes
• Shift the function from reactive support to preventative service delivery

KPIs

• Customer response time SLA
• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Ticket backlog levels
• Repeat issue reduction
• Operational escalation rate

Requirements

• Expert understanding of warehouse operations (Goods In, Goods Out, Inventory)
• Experience with Warehouse Management Systems (WMS)
• Strong operational leadership experience
• Ability to balance customer experience with operational reality
• Experience managing service teams or operational support functions
• Excellent stakeholder management and decision-making capability
• Data-driven mindset with continuous improvement focus
• Comfortable operating within warehouse and systems environments

Benefits

• Competitive £40,000 - £45,000 Salary, dependent on experience (DOE)
• Collaborative and ambitious working culture with opportunities to build and lead
• Clear career development and progression opportunities
• 33 days’ holiday allowance, including bank holidays
• Free on-site parking
• 24/7 Employee Assistance Programme (EAP)