Operations Manager (E-commerce & Customer Experience)

About the Role

We are a growing e-commerce business in the premium garden furniture and outdoor living space, looking for a hands-on Operations Manager to take full ownership of day-to-day operations.

This is not a maintenance role.

You will be responsible for ensuring the business runs smoothly across customer support, order fulfilment, delivery, and installation. The goal is simple: efficient operations, no backlog, and a strong customer experience.

Key Responsibilities

• Oversee and manage end-to-end operations, including:
• Customer support (calls, email, live chat)
• Order processing and admin
• Delivery and installation coordination
• Ensure no backlog across all communication channels
• Handle escalations and resolve complex customer issues
• Work closely with warehouse, delivery, and installation partners
• Identify operational gaps and implement practical improvements
• Build systems and processes to improve efficiency
• Manage and hold a team of 10-12 staff accountable
• Report directly to the owner

What We're Looking For

We are looking for a strong operator, not just a manager.

You should be able to demonstrate:

• Experience taking ownership of operations or a customer-facing function
• A track record of improving processes, fixing problems, and increasing efficiency
• Ability to manage and structure a team to deliver consistent performance
• Confidence in making decisions and handling escalations independently
• A practical, hands-on approach to solving operational issues

Preferred Experience

• E-commerce or retail environment
• Logistics, delivery, or installation-based operations
• Experience implementing systems (CRM, workflows, or operational processes)

What Success Looks Like

• Operations run smoothly without constant owner involvement
• No backlog of customer queries
• Team is structured, accountable, and performing well
• Customer experience improves (CSAT, response times, reviews)

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Free parking
• On-site parking

Work Location: In person