Division Manager - Operations

Laundryheap is a fast-growing, technology-led on-demand laundry and dry-cleaning service operating across multiple international markets. Our mission is simple: to give people their time back by making laundry effortless. By combining technology, logistics, and an exceptional customer experience, we deliver a seamless, reliable service at scale.

As we continue to expand across new markets and business lines, we're investing in building high-performing teams that can support our next phase of growth.

About the Role

We're looking for a Division Manager - Driver Operations to lead the logistics delivery function for Laundryheap's rapidly growing B2B business. This role is responsible for the operational engine behind one of our fastest-growing business verticals, ensuring our logistics capabilities evolve and scale alongside increasing customer demand.

Working at the intersection of Operations, Commercial, and Technology, you'll be responsible for delivering operational excellence while supporting growth across enterprise accounts, SMB customers, marketplace partnerships, and new B2B opportunities.

This is a hands-on leadership role where you'll be expected to balance strategic thinking with day-to-day execution. You'll lead and develop an existing team, recruit additional talent as the business grows, and establish the processes, systems, and ways of working that enable the function to scale effectively. Success in this role means building a high-performing team that operates with increasing autonomy while consistently delivering exceptional operational outcomes.

What You'll Do:

Own the B2B Logistics Function

• Own end-to-end logistics delivery across all B2B segments: enterprise key accounts, SMB, marketplace partners, and new B2B verticals as they launch
• Build and lead a small, senior team (3 to 5 ICs); hire, develop, and create a culture of high ownership and accountability
• Report into the Head of Driver Operations, with full accountability for B2B logistics performance

Own Global B2B Logistics Operations

• Oversee daily planning and routing for B2B volumes across multiple international markets
• Ensure service reliability, operational efficiency, and cost optimisation that meet B2B/enterprise grade SLAs
• Build systems that let B2B logistics scale predictably as account volume and complexity grow

Act as the Bridge Between Commercial, Sales, Product & Ops

• Act as the primary logistics liaison to the Commercial and Sales teams, translating client commitments and deal terms into operational reality
• Partner with Product to turn recurring operational challenges into tooling and platform requirements
• Use data to drive forecasting and continuous improvement of B2B cost and service metrics
• Develop a deep understanding of B2B unit economics and how logistics cost structures affect deal margins

Drive Strategy Through Execution

• Identify inefficiencies in B2B logistics delivery and implement fixes that improve margin and service levels
• Align logistics priorities with the broader B2B growth roadmap set by Commercial and Sales
• Move seamlessly between strategic planning and ground-level execution

Own Crisis & Escalation Management

• Lead from the front on high-pressure, client-facing escalations, especially those tied to key enterprise accounts
• Build processes that reduce dependency on reactive problem-solving over time

Enable B2B Expansion & Scale

• Support the launch and stabilisation of new B2B markets and client segments
• Standardise B2B logistics processes while adapting to local nuances
• Build repeatable frameworks that let new enterprise/SMB accounts onboard quickly

Drive Automation & Innovation

• Champion the adoption of tools, AI, and automation to reduce manual dependency
• Continuously push for smarter systems as B2B volume and complexity increase

What We're Looking For:

• Strong ownership mindset with a bias for action
• Ability to operate effectively in ambiguity and high-pressure environments
• Data-driven decision-making with a clear understanding of business impact
• Proven experience building and scaling teams and processes
• Strong stakeholder management across functions (Commercial, Sales, Product, Ops) and geographies
• Comfortable operating across all levels of the organisation, from frontline drivers to leadership

Experience & Background

• 7 to 10 years of experience, with meaningful time in a high-growth startup environment, international exposure strongly preferred
• Demonstrated end-to-end ownership of an operations or logistics function, not just a piece of one
• Track record of scaling processes and/or products in high-growth environments
• Experience working closely with Commercial, Sales, or Product teams (B2B account/enterprise exposure a strong plus)
• Educational background from a top-tier institution
• Track record of solving complex operational challenges with structured thinking

What Success Looks Like

• The B2B logistics team operates with high ownership and minimal supervision
• Enterprise and SMB B2B accounts consistently hit their logistics SLAs
• Operations are predictable, scalable, and cost-efficient as B2B volume grows
• Systems and processes replace manual effort over time
• New B2B markets and accounts launch and stabilise with speed and consistency
• Tight alignment with Commercial, Sales, and Product leads to faster, better decisions

Why This Role Matters

This is not a support role; it is the operational backbone of Laundryheap's B2B growth strategy. Success here directly impacts client retention, unit economics, and the company's ability to scale its B2B vertical globally.