Delivery Operations Supervisor

About us:

SKUTOPIA is a fast-growing Australian Technology Driven third party logistics Company (3PL). We’re building innovative ecosystems that power the booming e-commerce industry. Our team is driven to create innovative products, a sustainable planet and society, and on a mission to democratise and decarbonise logistics.

At SKUTOPIA, we offer unique products that are revolutionizing the e-commerce industry. Our SaaS solution empowers businesses to efficiently manage orders, inventory, shipping, and warehousing across multiple storefronts. Our RaaS (Robotics as a Service) solution, a testament to our deep technology focus, enables merchants to fulfil online orders at unprecedented speed and quality, leveraging our in-house software, AI, and computer vision technologies.

SKUTOPIA Shipping Platforms offer premium delivery services to our online merchants and end consumers. We empower merchants to grow their business by providing them with delivery ease, customer delivery support, and an exceptional end recipient experience. We also empower drivers with an efficient delivery process so they can deliver with the flexibility they desire, confidence they need, and control they seek.

About The Role
The Delivery Operations Supervisor will play a critical role in scaling the same-day delivery business from day one. In this role, you will oversee operational activities for same-day delivery services. This will range from maintaining high-quality delivery services for our clients, within the SLAs defined, to ensuring delivery partners and the operations team are performing at their very best. You will also collaborate closely with the General Manager, senior management, and other stakeholders to execute the growth strategy and continually improve our processes.

Your key focus areas include taking full ownership of the day-to-day delivery operations across all cities we operate in, managing core operations, ensuring merchant requirements are met, and deliveries are executed as planned. You’ll also liaise with clients (merchants) and work closely with our delivery drivers. Ideally, you will have proven experience in a business operations or client management role. Additional experience in either a high-growth startup, eCommerce, or the logistics and transportation industry will be highly regarded.

In this role you will:
Operations:

• Manage daily operations for same-day deliveries, including planning and executing delivery runs for drivers using specialised software. Ensure a seamless process from receiving orders through to successful delivery with our partner drivers.
• Conduct in-depth analysis of key performance indicators (KPIs) and apply both short-term and long-term solutions to optimise business metrics and improve operational efficiency.
• Collaborate with internal teams and external partners to identify and resolve operational bottlenecks, streamlining processes for better outcomes.
• Anticipate and mitigate operational risks, addressing complex issues involving multiple stakeholders, and escalate to the broader team when necessary for timely resolution.
• Act as the senior point of contact for clients (merchants), working closely with them to resolve pain points and provide immediate operational support, ensuring high levels of service and satisfaction.

Customer Success:

• Ticket & Inquiry Management: Manage and prioritise incoming support tickets and inquiries from clients, ensuring they are handled efficiently and within set SLAs. This includes troubleshooting delivery issues, providing updates, and resolving disputes or concerns.
• Escalation Management: Identify and resolve critical issues that require escalation to senior management or other departments. Ensure that all escalated issues are tracked, followed up, and resolved in a timely manner, while keeping stakeholders informed throughout the process.
• Issue Handling: Take ownership of client issues, providing solutions that are aligned with both merchant expectations and operational capabilities. Work closely with internal teams such as product, operations, and delivery partners to resolve issues and ensure smooth operations.
• Process Improvement: Analyse recurring issues and client pain points to propose and implement continuous process improvements, optimising both the customer experience and operational efficiency.
• Customer Communication: Serve as the main point of contact for clients, ensuring clear, proactive, and timely communication regarding the status of their deliveries, issues, and inquiries. Foster strong relationships by providing excellent customer service and managing expectations effectively.

Management:

• Provide support to members of the operations team both on-site and remotely, ensuring they have the guidance and resources needed to perform at their best.
• Collaborate with the General Manager and senior management to execute the company’s growth strategy, driving key initiatives forward.
• Engage with key stakeholders, including the broader SKUTOPIA team, suppliers, and partners, to successfully implement strategic initiatives.
• Work closely with cross-functional teams to facilitate market expansion into new capital cities for SKUTOPIA, where feasible.
• Manage the P&L, analysing financial data to identify opportunities for improving profit margins and overall financial performance.

About You
We are looking for a problem solver who becomes energised by a fast-paced environment. You have confidence in leading the operations of a highly dynamic and fluid business, and you are willing to be challenged to continually progress your career. You’re a doer that is comfortable with a high level of responsibility, capable of solving complex problems independently, and also in close collaboration with a wide range of stakeholders. You’re analytically minded, able to pull actionable insights from data, and follow through to full execution. And, you’re ready to work with some really smart people to make an immediate and tangible impact.

We think you will need:

• Experience in managing operations (6+ years), with an in-depth understanding of business process optimisation.
• Experience in handling remote delivery operations will be highly regarded
• Excellent verbal and written communication skills. You are concise in your communication and confident to liaise with senior clients and partners.
• Proven management experience, building and leading high-performing teams.
• Strong analytical skills, especially with spreadsheets, to quickly grasp key insights from data.
• Ability to promptly make decisions with incomplete information in high-pressure situations.
• Exceptional organisational and time management skills with strong attention to detail.

When you join us, you’ll be an important pillar of a rapidly growing startup. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next?

If you're keen to find out more, apply now with your resume and we'll be in touch soon. After an initial screening call, you can expect an initial ‘getting to know you’ meeting to provide more detail about the role and answer your questions. We may then provide a skills-based task followed by a final interview.

Still on the fence?

We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!