The Growth Foundation
Fulfilment Operations Manager
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Fulfilment Operations Manager
Maidstone, Kent | Full-time, permanent, on-site
Our client is a scaling ecommerce fulfilment business, and they’re looking for a Fulfilment Operations Manager to lead their Customer Operations function from the warehouse floor.
This is a hands-on leadership role embedded directly within the warehouse operation. You’ll work side by side with Warehouse Operations, Continuous Improvement, Tech, and Customer Experience teams to ensure customers receive fast, confident, solutions-focused support throughout every stage of their journey.
This isn’t a desk job: you’ll lead from the floor, injecting energy, urgency, and ownership into the operation every day, while building a customer operations function that proactively prevents problems before they arise.
What You’ll Be Doing
- Owning the Customer Operations function end-to-end within the warehouse
- Building and leading a high-performing, accountable support team
- Acting as the final escalation point for complex operational issues
- Collaborating closely with Warehouse Operations to align customer commitments with achievable delivery timelines
- Overseeing ticketing workflows, prioritisation, and escalation pathways
- Driving SLA performance across response times, resolution times, and communication effectiveness
- Analysing customer trends and recurring issues, partnering with Continuous Improvement to address root causes—not just symptoms
- Setting KPIs and performance standards for the team, along with supporting succession planning as the team scales
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Requirements
- Strong knowledge of warehouse and fulfilment operations, covering Goods In, Goods Out, Inventory Management, and Dispatch processes
- Proven experience leading operational support or customer operations teams
- Ability to act decisively in fast-paced, real-time environments
- Balance prowess: ensuring customer expectations harmonise with operational feasibility
- Skilled in stakeholder management and clear communication
- Track record of driving operational excellence
- Data-driven, with a knack for identifying trends and proactively acting
- Equally comfortable in a physical warehouse environment as well as deep in ticketing systems
Success Looks Like…
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You’ll know you’re excelling when your team and operations meet these benchmarks:
✔ Response times and CSAT consistently hit or exceed targets ✔ First contact resolution rates improve, while repeat customer issues decline ✔ Your team feels supported, aligned with clear expectations, and careers progressively expanded ✔ Warehouse operations and customer ops functions operate as one tightly integrated team (no silos)
Culture Fit
If you thrive in fast-paced operational settings, embrace owned responsibility, and aspire to build rather than merely oversee, we’d like to hear from you.
Important Notes
- This is an on-site position: daily commuting to the warehouse is required.
- Due to our high application volume, we may not be able to respond to every applicant. If you haven’t heard back within 14 days, please assume your application was not successful.
- Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates. Diversity (race, sex, disability, religion, age and sexual orientation) are embraced and celebrated.
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