Senior Live Operations Manager
About Zippd
Zippd is building next-generation rapid delivery infrastructure and logistics orchestration technology. We operate fast-moving delivery operations across same day, final mile and rapid fulfilment services — combining technology, operational control and real-world execution to deliver exceptional service at scale.
The Role
This is not a traditional logistics management role. We are looking for someone who thrives in fast-paced, high-pressure operational environments where decisions are made in real time and service quality matters every minute of the day.
You may currently come from:
· High-performance contact centres
· Emergency response operations
· Airline or network control environments
· Rapid grocery delivery
· Mobility operations
· Customer operations at scale
· High-volume service operations
What matters most is your ability to lead energetic operational teams, drive accountability and pace, use data to improve performance, manage live operational risk and continuously improve processes.
Key Responsibilities
Live Operations Leadership
· Lead the day-to-day live operations function across the Zippd platform
· Drive operational pace, urgency and accountability across shifts
· Create a high-energy, high-performance operational culture
· Ensure SLA, customer experience and fulfilment KPIs are consistently achieved
Performance Management
· Own operational KPIs including on-time delivery, allocation speed, customer response times and operational productivity
· Build daily, weekly and monthly operational reporting
· Use operational data to identify trends, root causes and improvement opportunities
Team Leadership
· Coach and develop live operations agents
· Create clear accountability frameworks and performance management processes
· Lead by example during high-pressure operational periods
Process & Scale
· Identify opportunities to automate, simplify and scale operational workflows
· Reduce dependency on manual intervention where possible
· Build and continuously improve standard operating procedures ensuring processes are documented clearly and concisely for all team members to follow
· Work closely with technology and leadership teams to improve operational systems
Incident & Escalation Management
· Take ownership of critical operational incidents
· Manage customer-impacting service issues with urgency and control
Non-Negotiable Traits
· High operational energy and ability to create urgency and momentum
· KPI and data obsessed with strong analytical capability
· Calm under pressure and highly effective during operational incidents
· Process-minded with a continuous improvement mentality
· Leads from the front and willing to operate hands-on when required
· Strong people leadership with the ability to motivate operational teams
What We’re Looking For
· Experience leading high-volume operational teams
· Strong background in real-time/live operational management
· Experience managing shift-based teams
· Strong communication and leadership skills
· Comfortable operating within platform and technology environments
This Role Is Probably NOT For You If…
· You prefer slow-paced or heavily layered corporate environments
· You enjoy strategy more than execution
· You avoid live operational pressure
· You are uncomfortable with accountability and pace
· You prefer managing from a distance rather than leading from the front
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