{"id":4214048,"url":"https://alion.io/job/parcelly-customer-operations-manager-mfd","title":"Customer Operations Manager (m/f/d)","company":{"id":3909366,"name":"Parcelly","domain":"parcelly.com","url":"https://alion.io/company/parcelly-com","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Incident Management","optional":false},{"name":"Confluence","optional":true},{"name":"Jira","optional":true},{"name":"Microsoft Excel","optional":true},{"name":"Monday.com","optional":true}],"status":"live","first_seen_at":"2026-11-13T02:07:48Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T02:07:48Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Role\nWe're looking for an experienced, highly organised and hands-on Customer Operations Manager to take end-to-end ownership of key operational functions supporting our stores, carriers and business partners.\nYour mission is simple: Every issue has an owner, every escalation reaches a resolution, and every Parcelly Station receives the support and equipment it needs to operate successfully.\nReporting directly to our Chief Operating Officer (COO), you will manage our outsourced call centre relationship, oversee store support and procurement, and lead operational improvement projects across the UK and Germany.\nThis is an individual contributor role with significant operational responsibility, rather than a traditional people management position. You'll work closely with internal teams, external service providers and carrier partners to deliver measurable improvements in service quality, efficiency and scalability.\nWe're looking for someone who doesn't just manage existing processes but actively challenges, improves and automates them.\nYour Responsibilities\nCustomer Operations & Outsourced Call Centre Management\nOwn the day-to-day relationship with our outsourced call centre partner, including performance monitoring, service quality, SLA compliance and escalation management.\nEnsure store support requests, unresponsive locations, carrier escalations and operational incidents are promptly assigned, investigated and resolved.\nMonitor operational KPIs, including response times, resolution rates, repeat contacts, backlog volumes and service quality.\nIdentify recurring issues and implement sustainable solutions that address root causes rather than symptoms.\nContinuously improve call centre scripts, knowledge bases, escalation procedures and standard operating procedures (SOPs).\nReduce unnecessary manual interactions through self-service solutions, improved training and intelligent call automation.\nEnsure consistent, accurate communication between Parcelly, our stores, carriers and external service providers.\nProcurement, Inventory & Fulfilment\nTake ownership of procurement, inventory control and fulfilment processes for our UK and German operations.\nEnsure adequate stock availability of store equipment and operational materials, including devices, labels, training packs and replacement equipment.\nManage suppliers and fulfilment partners, including purchasing, order tracking, delivery performance, cost control and service quality.\nOversee label replenishment, equipment replacement and distribution processes across both markets.\nMaintain accurate inventory records, purchasing documentation and operational cost reporting.\nWork closely with Finance to monitor expenditure, optimise supplier costs and improve procurement efficiency.\nIdentify opportunities to reduce the cost and complexity of onboarding and supporting each Parcelly Station.\nOperational Project Management & Process Improvement\nLead cross-functional operational projects from initial planning through implementation, testing and successful rollout.\nCoordinate new carrier services, store onboarding improvements, operational technology deployments and process automation initiatives.\nEstablish clear project objectives, responsibilities, milestones, deliverables and reporting structures.\nWork closely with Operations, Network, Technology, Product and external partners to ensure timely execution.\nProactively identify risks, resolve blockers and escalate decisions when necessary.\nTranslate completed projects into documented, repeatable and scalable operating procedures.\nContinuously identify opportunities to improve productivity, service quality and operational efficiency.\nTechnology, AI & Automation\nWork closely with our Operational Intelligence and Technology teams to implement AI-driven and automated operational solutions.\nSupport the rollout and adoption of AI agents for call handling, store training, operational monitoring and customer support.\nOwn operational testing, user acceptance, service quality validation and process integration for new solutions.\nIdentify repetitive manual workflows that can be automated or eliminated.\nHelp ensure our technology, systems and operational processes scale efficiently as our network grows.\nOperational Governance & Reporting\nMaintain clear operational dashboards, performance reporting and escalation tracking.\nContribute to weekly business reviews with concise updates on KPIs, progress, risks and improvement initiatives.\nSupport carrier incident management, operational alerts and business-critical escalations during peak periods.\nCoordinate occasional store visits, audits, training sessions and operational investigations.\nEnsure accurate documentation, clear accountability and consistent execution across operational processes.\nRequirements\nAbout You\nExperience & Professional Background\nAt least 3 years of relevant experience in operations, customer operations, service delivery, supply chain or a comparable function.\nExperience in logistics, e-commerce, retail technology or a fast-growing scale-up environment is highly desirable.\nDemonstrable experience managing outsourced service providers, call centres or suppliers against agreed KPIs and SLAs.\nPractical experience in procurement, inventory management or fulfilment operations.\nProven ability to manage multiple cross-functional projects and deliver measurable results.\nExperience developing, documenting and improving operational processes and SOPs.\nSkills & Mindset\nExceptional organisational skills: You can manage competing priorities, track outstanding actions and ensure nothing falls through the cracks.\nStrong ownership mentality: You take responsibility for outcomes, follow through on commitments and proactively resolve problems.\nProcess-driven thinking: You understand how to build scalable, repeatable processes rather than relying on individual intervention.\nAnalytical approach: You are comfortable working with operational data, identifying trends and translating insights into action.\nTechnical curiosity: You can quickly understand new systems, explain complex processes and confidently adopt new technologies.\nAutomation mindset: You actively look for opportunities to reduce manual work through technology, AI and workflow optimisation.\nExcellent communication: You communicate clearly and professionally with external partners, carriers, suppliers and internal stakeholders.\nHands-on attitude: You are equally comfortable managing a strategic improvement project and personally resolving an urgent operational issue.\nAdaptability: You thrive in a fast-moving environment where priorities evolve and continuous improvement is essential.\nTechnical Skills\nStrong proficiency in Microsoft Excel and Microsoft 365.\nExperience with CRM, ticketing, call centre or project management platforms.\nFamiliarity with tools such as Monday.com, CloudTalk, Confluence, Jira or comparable systems is advantageous.\nExperience using AI tools, workflow automation or operational analytics is a strong advantage.\nWorking Arrangements\nBased in London, with regular attendance at our Old Street office.\n3-4 days per week in the office, with hybrid working arrangements allowing up to 2 days working remotely, subject to operational requirements.\nOccasional travel within the UK and potentially Germany for operational projects, partner meetings or store visits.\nBenefits\nWhat We Offer\nReal ownership: Take responsibility for business-critical operational functions with direct visibility and impact.\nInternational exposure: Work closely with our teams and carrier partners across the UK, Ireland and Germany.\nTechnology & innovation: Play an active role in implementing AI, automation and next-generation logistics solutions.\nCareer development: Gain broad operational experience and opportunities to grow within an expanding international technology business.\nModern working environment: Fully equipped offices in central London with modern technology and collaboration tools.\nHybrid working: A structured combination of office-based collaboration and remote working.\nPerformance-oriented compensation: Competitive remuneration with performance-based elements.\nDirect management exposure: Work closely with our COO and senior leadership, with short decision-making processes.\nMeaningful impact: Help shape the operational infrastructure supporting thousands of retail partners and major international logistics providers.\nJoin Parcelly\nWe're looking for someone who takes pride in making complex operations run smoothly, who sees problems as opportunities for improvement and who enjoys building processes that scale.\nIf you're passionate about operational excellence, technology and taking real ownership of results, we'd love to hear from you.\nJoin Parcelly and help us build the next generation of logistics operations.","description_format":"text","description_chars":8856,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-13T02:07:48Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled 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