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